Position: Customer Engagement Manager
Company: ВПП Инвест
Category: Support
Experience required: 5y
English level: fluent

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
·       Ensures periodic service reviews to track the service quality across a range of customers
·       Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
·       Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
·       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
·       Support customer satisfaction surveys
·       Reviews SLA service credit cases
·       Supports commercial change requests
·       Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
·       Supports 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.
·   Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration.
·   Systematic and faster onboarding of associates: mandatory trainings documentation
·   Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
·   Enable continuous delta KTs on new topics and refresher sessions
 
 
Role Requirements
·       Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
·       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 SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc. 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 or individuals
·       Proficiency in English (Written and verbal), additional (local) languages are plus