Digital Customer Engagement Manager

We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences values flexibility and is aligned to our purpose-driven and future-focused work 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 Apply now Summary The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S 4HANA Private Cloud Edition solution by customers through a Shared Services model This Shared Services unit shall ensure an innovative and standardized digital approaches towards managed services delivery of contracted responsibilities towards the customers by focusing on scalability and resilience The Role The Digital Customer Engagement Manager dCEM is responsible for E2E virtual 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 This role is to serve the European customers and therefore requires the candidate to perform in European time-zone Drives Sales to delivery handover and customer onboarding covering all technical and project aspects like IP ranges Load Balancer setup requirements VPN networks and more Support tickets handling bridging customer queries and requirements from technical operations team Ensures periodic service reviews to track the service quality across a range of customers Orchestrates the overall service delivery according to agreed SLAs and KPIs Supports customers on technical queries requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement Proactive ticket monitoring handling and issue resolution for customers with regular and transparent communication Supports de-escalations of critical customer situations reviews SLA service credit cases Contributes to customer Go-Lives Release Upgrade and maintenance activities Executes and supports problem management and continuous improvement Supports customer satisfaction surveys commercial change requests Contributes to the liaison with different SAP stakeholders e g Sales Presales Renewals teams esp Customer success partner involved in the accounts to ensure customer success Roles and Responsibilities Work in European time-zone Engineering graduate with 6 years of work experience as a SAP technical consultant in a customer facing supporting role IT services in Cloud environment consulting IT BASIS support Strong knowledge of SAP Basis SAP ERP modules and tools like TSM BODI application DBs of HANA ASE Sybase Oracle Strong hands-on experience with SAP Basis activities technical support in Cloud environments esp with hyperscalers OS DB migration SAP release upgrades and infrastructure updates for cloud customers Technical and application expertise for different cloud solutions S 4HANA or another private cloud Database Administrator - provides professional expertise and practical assistance in terms of database system management and IT data use in order for them to comply with the IT requirements at any time throughout lifecycle pursuant to the defined quality criteria Good understanding of infrastructure operations processes and understanding of escalation handling and procedures Excellent customer focus Networking Relationship Building Results-driven Self-organized Decision making skills Experienced in working with cross-cultural and cross-functional teams or individuals SAPECSCareersWe build breakthroughs togetherSAP innovations help more than 400 000 customers worldwide work together more efficiently and use business insight more effectively Originally known for leadership in enterprise resource planning ERP software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management As a cloud company with 200 million users and more than 100 000 employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves At SAP we build breakthroughs together We win with inclusionSAP s culture of inclusion focus on health and well-being and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential We ultimately believe in unleashing all talent and creating a better and more equitable world 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 For SAP employees Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the Specific conditions may apply for roles in Vocational Training 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 387642 Work Area Information Technology Expected Travel 0 - 10 Career Status Professional Employment Type Regular Full Time Additional Locations LI-Hybrid Requisition ID 387642Posted Date Sep 17 2024Work Area Information TechnologyCareer Status ProfessionalEmployment Type Regular Full TimeExpected Travel 0 - 10 Location Bangalore KA IN 560066Job alert