Senior Digital Customer Engagement Manager – SAP BASIS & HANA
Emploi Corée
Titre du poste : Senior Digital Customer Engagement Manager – SAP BASIS & HANA
Entreprise : SAP
Description du poste : What we offerOur 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!Meet your teamThe 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 24×7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP. 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.As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.What you’ll doThe Customer Engagement Manager (CEM) 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 CEM 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 CEM 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 CEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.Key tasks comprise the following:Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud ServicesInitiates digital service kick off for customersEnsures periodic service reviews to track the service quality across a range of customersContributes to onboarding/transitioning customers to ECSOrchestrates the overall service/project delivery according to planned scope, budget, and milestonesSupports in de-escalations of critical customer situationsSupports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicableExecutes technical feasibility studies / solution reviews (if applicable)Contributes to customer release and maintenance activitiesSupports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagementExecutes and supports problem management and continuous improvementSupport customer satisfaction surveysReviews SLA service credit casesSupports commercial change requestsContributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer successSupports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.What you bringEngineering graduate with work experience as SAP technical consultant with customer facing role (consulting, IT support, IT services etc.)Must have exposure to SAP Basis ,SAP S/4 HANA , Azure/ AWS ( in context of SAP Green Field and Brown Field Customers)Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision makingIndividual 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 Basis and SAP ApplicationHands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customersGood understanding of ECSs operations infrastructure, processes and automation tools like SPC, TIC etc. is a plusKnowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plusCloud architecture and IT technical infrastructure know-howTechnical and application expertise for different cloud solutions (min. HEC & S/4HANA)Understanding of escalation handling and proceduresExperience in working with cross-cultural and cross-functional teams or individualsProficiency in English and Korean (Written and verbal)Full-time Graduation or Master’s university with good academic background.We are SAPSAP 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.Our inclusion promiseSAP’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: Americas: or , APJ: , EMEA: .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:427191 | Work Area: Information Technology | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:Requisition ID: 427191Posted Date: May 16, 2025Work Area: Information TechnologyCareer Status: ProfessionalEmployment Type: Regular Full TimeExpected Travel: 0 – 10%Location:Seoul, KR, 06292Job alert
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Localisation : 서울시
Date du poste : Sat, 07 Jun 2025 07:40:02 GMT
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