SAP CUSTOMER ENGAGEMENT MANAGER

Our goal is to strengthen the brand in Spain. We are looking for you to work as SAP Digital Customer Engagement Manager!What will you do?Manage end-to-end customer engagement and delivery of contractual agreements and services, with a focus on SAP S/4HANA private cloud edition deliverables.Handle support tickets, bridging customer queries and requirements with the technical operations team.Orchestrate overall service delivery according to agreed SLAs and KPIs.Provide technical guidance and address customer queries throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.Contribute to customer daily operational activities, release upgrades, and maintenance activities.Liaise with various SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success.Work seamlessly with SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle.Review account status and determine if account needs transition based on growth in volume or complexity.Skill Set required to perform above tasks:An engineering graduate with a strong background in SAP technical consulting.At least 2 years in a customer-facing role (e.g., consulting, IT support, IT services).Must have exposure to SAP Basis, SAP S/4HANA, and cloud platforms like Azure and AWS in the context of SAP Greenfield and Brownfield customers.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.Advanced knowledge of SAP Basis, SAP S/4HANA, and cloud services (e.g., Azure, AWS, GCP).Knowledge of HA/DR (SDDR, LDDR, RTO, RPO) is essential.Excellent customer focus, networking, and relationship-building skills.Results-driven mindset with effective decision-making abilities.Deliver effective customer communication using digital mediums to achieve high customer satisfaction.Self-organized and capable of managing their own workload effectively.Experience in handling escalations and working with cross-cultural and cross-functional teams.Familiarity with ECS operations infrastructure, processes, and automation tools such as SPC and TIC.Proficiency in project management fundamentals, ITIL, Lean Fundamentals, cloud architecture, and IT technical infrastructure.End-to-End Customer Engagement:Manage end-to-end customer engagement and delivery of contractual agreements and services, with a focus on SAP S/4HANA private cloud edition deliverables.Support customers' day-to-day operations, including technical and infrastructure aspects like IP ranges, load balancer setup requirements, and VPN networks.Supports DR external Testing and validation for customersHandle support tickets, bridging customer queries and requirements with the technical operations team.Service Delivery and Support:Orchestrate overall service delivery according to agreed SLAs and KPIs.Provide technical guidance and address customer queries throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.Proactively monitor tickets, handle issues, and communicate regularly and transparently with customers.Contribute to customer daily operational activities, release upgrades, and maintenance activities.Execute and support problem management and continuous improvement efforts.Handle commercial additional service requests and Supports commercial change requestsExecutes and supports problem management and continuous improvementContributes to customer release and maintenance activitiesCustomer Satisfaction and Escalation Management:Maintain customer satisfaction through issue mitigation, escalation management, and helping customers maximize the value of their partnership with SAP.Support de-escalation of critical customer situations and review SLA service credit cases.Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicableFacilitate DR external testing and validation for customers.Conduct customer satisfaction surveys ​Stakeholder Collaboration:Liaise with various SAP stakeholders, including Sales, Presales, Renewals teams, and Customer Success Partners, to ensure customer success.Work seamlessly with SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle.Review account status and determine if account needs transition based on growth in volume or complexity.About HCLTech:We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.Why Us?We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.We offer freedom and flexibility on the job, empowering our employees to make decisions.We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.We offer the opportunity to work with colleagues across the globe.We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.If you have a valid disability certificate, Certificate of Disability in Force, please contact us.Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.