Location: monterrey office, hybrid role – 3 days a week onsite and 2 days remote.
travel: 0–10%.
role overview
as a digital customer engagement manager (dcem), you will lead end‐to‐end customer engagement and delivery of contractual agreements and services for sap cloud customers of sap enterprise cloud services, primarily focusing on sap s/4hana, private cloud edition deliverables.
key tasks
* 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.
* assist in de‐escalations of critical customer situations.
* support critical customer situations in collaboration with major incident management, sap customer office teams and sap product support.
* execute technical feasibility studies/solution reviews (if applicable).
* contribute to customer release and maintenance activities.
* assist customers with technical requirements throughout their lifecycle within the sap ecs scope of engagement.
* execute and support problem management and continuous improvement.
* support customer satisfaction surveys.
* review sla service credit cases.
* support commercial change requests.
* collaborate with sap stakeholders, especially virtual customer success partners, to ensure customer success.
* review account status and analyze if account needs transition to another team based on growth in volume or complexity over time.
requirements
* engineering graduate with minimum 7+ years of experience as an sap technical consultant, including 2+ years in a customer‐facing role.
* excellent customer focus, networking, relationship building, results‐driven, self‐organized, decision‐making.
* effective customer communication using digital mediums to achieve high 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 ecs operations infrastructure, processes and automation tools like spc, tic (plus).
* knowledge of project management fundamentals, itil, lean fundamentals (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 working with cross‐cultural and cross‐functional teams.
* proficiency in english (written and verbal); additional local languages are a plus.
equal opportunity
qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability.
#j-18808-ljbffr