SAP Digital Customer Engagement Manager 

Mexico, Mexico City 

907123073

ABOUT THE ROLE

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
• 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 analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

Role Requirements

• Engineering graduate with minimum 8+ years of work experience as SAP technical consultant with 4+ years in customer facing role (consulting, IT support, IT services etc.)
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
• 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 Basis and SAP Application
• Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
• 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
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals

Proficiency in English (Written and verbal), additional (local) languages are plus

The Role:

• Get comfortable understanding PC3 strategy and processes, including interacting with our customers.
• Work in active collaboration of the colleagues in the Business Intelligence Office and the Regions and participate in global initiatives that will provide improvement and evolution of our engagement model in alignment with the GCE Strategy.
• Support the creation of assets and other communications with a strong focus on the PC3 strategy and the multiple initiatives.
• Proactive collaboration with all PC3 regional managers, ensuring key events and milestones are communicated timely and effectively.
• Contribute and drive creative initiatives that will support the customer satisfaction ambitions.
• Maintain collaboration models with key interfaces update.

Experience (Role Requirements):

• 7+ years of overall SAP experience
• Experience working with international teams
• Customer facing experience
• Passion for strategy
• Understanding of SAP offerings
• Understanding of Private Cloud
• Creative mindset with passion for technology; understanding of new technologies like AI is a plus
• Hands on Basis Experience
• Great communication stewards, written and verbal
• Excellent documentation and communication skills
• Comfortable working in a fast paced environment
• Experience engaging with leaders from diverse cultures
• Passion for diversity
• Team motivation, availability to join global team meetings and to actively collaborate on global initiatives
• Strong experience working across multiple organizations and teams, including Commercial, Legal, Finance, Sales in a multicultural setup
• Strong English is mandatory; any other language is a plus

**This role requires in-office attendance 3 days/week in Mexico City or Monterrey**

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