SAP Enterprise Cloud Services Customer Engagement Manager
3 weeks ago
Customer Engagement Manager Role
We are seeking a highly skilled Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a Customer Engagement Manager, you will be responsible for delivering contractual agreements and services to SAP Cloud Customers, focusing on SAP S/4HANA, private cloud edition deliverables.
Key Responsibilities
- Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
- Initiate digital service kick off for customers
- Ensure periodic service reviews to track the service quality across a range of customers
- Contribute to onboarding/transitioning customers to ECS
- Orchestrate the overall service/project delivery according to planned scope, budget, and milestones
- Support in de-escalations of critical customer situations
- Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
- Execute technical feasibility studies / solution reviews (if applicable)
- Contribute to customer release and maintenance activities
- Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
- Execute and support problem management and continuous improvement
- Support customer satisfaction surveys
- Reviews SLA service credit cases
- Support commercial change requests
- Contribute to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
- Support 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.
Requirements
- Engineering graduate with minimum 3+ years of 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 (Written and verbal), Korean language is plus
- Full-time Graduation or Master's university with good academic background.
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Shanghai, Shanghai, China SAP Full timeAbout the RoleWe are seeking a highly skilled Customer Engagement Manager to join our SAP Enterprise Cloud Services team. As a key member of our organization, you will be responsible for delivering exceptional customer experiences and ensuring the successful implementation of SAP S/4HANA private cloud solutions.Key ResponsibilitiesSupport sales to delivery...
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