SAP Digital Customer Engagement Manager- SAP BASIS & HANA 

Germany, Baden-Württemberg 

93876553

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

• Ensures periodic service reviews to track the service quality across a range of 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 analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

What you bring

• Engineering graduate with work experience as SAP technical consultant with customer facing role (consulting, IT support, IT services etc.)

• Must have exposure to SAP Basis ,SAP S/4 HANA , Azure/ AWS ( in context of SAP Green Field and Brown Field Customers)

• 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 and Korean (Written and verbal)

• Full-time Graduation or Master's university with good academic background.

​