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Digital Customer Engagement Manager

4 weeks ago

Shanghai, Shanghai, China SAP Full time
About the Role

We are seeking a highly skilled Digital 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 seamless engagement throughout the customer lifecycle.

Key Responsibilities
  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiate digital service kick-off for 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
  • 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.
Requirements
  • 1 - 3 years of work experience as SAP technical consultant with 1-2 years in 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 and procedures is a plus
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (Written and verbal)
About SAP

SAP is a leading provider of enterprise software solutions, helping organizations run better and improve their performance. Our company culture is focused on collaboration and a shared passion to help the world run better. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

As a member of our team, you will have the opportunity to work with a diverse group of talented individuals, contribute to the development of innovative solutions, and make a meaningful impact on our customers' success. We are committed to creating a workplace that is inclusive, diverse, and supportive of all employees, and we offer a range of programs and resources to help you achieve your career goals.

Join us in our mission to help the world run better and improve people's lives. Apply now to become a part of our team

We are an equal opportunity employer

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 398900 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.