21 feb
SAP..
Ciudad de México
Early Talent SAP Basis Digital Customer Engagement
We help the world run better
At SAP, we enable you to bring out your best. 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.
The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model.
Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.
The digital Customer Engagement Manager (dCEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management, and helping customers maximize the value of their partnership with SAP. The dCEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle.
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
- Contributes to onboarding/transitioning customers to ECS
- 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
- Reviews SLA service credit cases
- Supports commercial change requests
- Contributes to the liaison with different SAP stakeholders to ensure customer success
- Supports in reviewing account status and analyzing if account needs to be transitioned to another team.
Role Requirements
- Engineering graduate with minimum 2+ years of work experience as SAP technical consultant with 1+ years in customer facing role
- 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 ECS operations infrastructure, processes and automation tools 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
- Proficiency in English (Written and verbal), additional (local) languages are plus
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
Requisition ID: 418850 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Location: Ciudad de México, MX, 06500.
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