SAP Customer Success Manager
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries. Our driving force is our diverse, creative, and passionate people who raise the bar for excellence on a regular basis.
If you thrive in an environment that fosters innovation and creativity, then you're in the right place.
Your Role & Responsibilities
We are searching for a Digital Customer Engagement Manager who wants to make a real impact for our project with SAP. As a Digital Customer Engagement Manager, you will focus on:
* Supporting sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
* Contributing to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
* Orchestrating the overall service/project delivery according to planned scope, budget, and milestones
* Supporting in de-escalations of critical customer situations
* Supporting critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
* Contributing to customer release and maintenance activities
* Supporting customers on technical requirements throughout their lifecycle within the SAP Enterprise
* Executing and supporting problem management and continuous improvement
* Contributing to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
* Supporting 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.
* Systematic and faster onboarding of associates: mandatory trainings documentation
* Enabling continuous delta KTs on new topics and refresher sessions.
Qualifications & Experience
To perform dCEM tasks, the Technical Skill Set required includes:
* Technical expertise in SAP Basis area with minimum of 2+ years of experience.
* Good understanding & hands-on experience required in HANA database.
* Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
* Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
* Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.
Work Experiences
The ideal candidate will have:
* 4+ years' experience with multi-national software/IT organizations.
* 2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management).
* 2+ years of SAP Basis S/4HANA knowledge.
Languages
The required language skills are:
* Portuguese at C1: Level Fluency
* English: (B2: Independent Level User)
Equality & Opportunity for All
We pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification.