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*hat we offer*
*purpose and objectives*
the sap enterprise cloud services (ecs) organization manages all cloud delivery aspects across all the managed and public cloud offerings at sap and drives the transformation towards one cloud experience in close collaboration with the respective leaders of sales, services, support and marketing.
enterprise cloud services includes the sap hana enterprise cloud (hec) and cloud application services (cas) solutions and spearheads the entire cloud experience of the sap cloud portfolio.
within ecs, the ecs customer office is responsible for critical incident and customer management, as well as the proactive safeguarding of the top strategic hec (hana enterprise cloud) accounts globally.
the ecs customer office focuses on end to end customer satisfaction and retention, as well as on continuous improvement initiatives.
we are looking for a (*senior) customer solution adoption specialist*(f/m/d) to support our team for the americas region with the following responsibilities:
- wn and support critical customer management to de-escalate customer situations by tracking top issues and action plans
- ommunicate and collaborate with internal stakeholders (e.g. Hec delivery, sales, dbs support & consulting, board)
- ommunicate agreed action plan, solution approach, status and resolution to the customer
- upport continuous improvement for all related processes (hec delivery management, incident, problem & change management etc.)
- ead and/or participate in projects to leverage product and findings at customer sites
*expectations and tasks*
- wns critical incident/situation (escalation level 2 = incident escalation/production down) and creates the overall action plan with input of the cloud major incident manager (mim), manager on duty (mod) & experts from various areas of ecs delivery and digital business services
- ommunicates the action plan, solution approach, status and resolution to the customer
- ommunicates to and aligns with internal stakeholders (e.g. Ecs delivery, sales, dbs support & consulting, board)
- upport critical customer management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities.
- upport continuous improvement for all related delivery processes (ecs delivery management, incident, problem & change management) with feedback from the critical customer situations
*education and qualifications r*
equired skills
- xcellent team player, with passionate, self-motivated and pro-active working style
- roven track record in managing client / customer engagements
- ery good technical understanding of service-oriented offerings and architectural layers
- xcellent communication and presentation skills in english - verbal and written
- trong analytical and problem-solving skills
- wnership of tasks and processes, set clear goals and follow-up on results
- ccustomed to working in an international / global virtual matrix organization
- ood technical understanding of iaas offerings and architectural layers would be beneficial
- xperience working across board areas, lobs and organizational boundaries would be beneficial
- xperience with s*ap hana enterprise cloud*or sap cloud products would be beneficial
- erspective on current cloud hosting trends and their impact on business strategies would be beneficial
*work experience*
7+ years professional experience in customer engagement, product management or consulting or in a related field
*location*
monterey mexic
*expected travel*
*%
*we are sap*
*our inclusion promise s*
ap'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.
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.