SAP Enterprise Cloud Services Customer Engagement Manager

4 days ago

Shanghai, Shanghai, China SAP Full time
About the Role

We 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 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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