Digital Customer Engagement Manager

4 weeks ago

Beijing, Beijing, 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 service delivery for our cloud customers.

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 and services, helping organizations run better and achieve their goals. Our cloud-based solutions enable businesses to innovate, grow, and thrive in a rapidly changing world. As a member of our team, you will have the opportunity to work with cutting-edge technology, collaborate with talented professionals, and make a meaningful impact on our customers' success.

We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. Our company culture is built on the principles of collaboration, innovation, and customer focus, and we are dedicated to helping our employees grow and develop their skills and careers.

Join us in our mission to help the world run better and achieve greater success.

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