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SAP Associate Digital Customer Engagement Manager SAP BASIS & HANA 
China, Beijing, Chaoyang District 
608896267

15.08.2024

WHAT YOU'LL DO

Key tasks comprise the following:

  • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kick-off for customers
  • Contributes to onboarding/transitioning customers to ECS
  • Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
  • Supports in de-escalations of critical customer situations
  • Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
  • Executes technical feasibility studies/solution reviews (if applicable)
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Executes and supports problem management and continuous improvement
  • Support customer satisfaction surveys
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
  • Supports in reviewing account status and analysing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.
  • Multi-language support for PCE customers worldwide

WHAT YOU'LL BRING

  • 1 - 3 years of work experience as SAP technical consultant with 1-2 yearsin a customer-facing role (consulting, IT support, IT services, etc.)
  • Must have exposure to SAP Basis unless if you have strong language proficiency in Korean, Japanese
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
  • Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers is preferred
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • An individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management,SAP S/4 HANA, Azure/ AWS /GCP and SAP Application is preferred
  • Good understanding of ECSs operations infrastructure, processes, and automation tools like SPC, TIC, etc. is a plus
  • Knowledge of Project Management Fundamentals, ITIL,Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure know-how is a plus
  • Understanding of escalation handling andprocedures is a plus
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (Written and verbal)