Digital Customer Engagement Manager
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.
We are on the lookout for a highly talented and self-motivated Digital Customer Engagement Manager to join us on our journey in advancing the technological world through innovation and creativity.
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:
* Sales to Delivery Handover and Customer Onboarding: Supporting sales teams to ensure seamless delivery of services and onboarding customers to SAP Enterprise Cloud Services.
* Customer Onboarding and Transitioning: Contributing to the successful onboarding and transitioning of customers to SAP Enterprise Cloud Services.
* Service/Project Delivery: Orchestrating the overall service/project delivery according to planned scope, budget, and milestones.
* Critical Situation Support: Supporting in de-escalations of critical customer situations.
* Problem Management and Continuous Improvement: Executing and supporting problem management and continuous improvement activities.
* Liaison with SAP Stakeholders: Contributing to the liaison with different SAP stakeholders, especially Virtual customer success partner involved in the accounts, to ensure customer success.
* Account Status Review and Analysis: 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 over time.
* Faster Onboarding of Associates: Systematic and faster onboarding of associates: mandatory trainings documentation.
* Continuous Delta KT Training: Enabling continuous delta KTs on new topics and refresher sessions.
Qualifications & Experience
Technical Skill Set Required
* SAP Basis Area Expertise: Technical expertise in SAP Basis area with minimum of 5 years of experience.
* HANA Database Knowledge: Good understanding & hands-on experience required in HANA database.
* SAP Upgrade & Migration Experience: Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
* SaaS Products Integration: Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is a plus.
* Cloud Computing Experience: Hands-on experience in any of hyper scalers (AWS/ Azure/ GCP) is needed.
* Language Skills: Italian - C2 or Native Level speaker; English - B2 and above.
Work Experiences
* Multi-National Software/IT Organizations Experience: 5 - 6 years' experience with multi-national software/IT organizations.
* SAP Basis S/4HANA Knowledge: 5 years of SAP Basis S/4HANA knowledge.
* Cloud Knowledge: 2+ Cloud knowledge (e.g., through Solution Management, Consulting and/or Delivery Program management).
Why Choose Us
* Global Reach: We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 225,000 employees.
* Diversity and Inclusion: Our company is extremely diverse with 165 nationalities represented.
* Virtual-First Work Environment: We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
* Growth Opportunities: We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark.
* Comprehensive Benefits: We offer comprehensive benefits for all employees.
* Great Place to Work Certification: We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.
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, in accordance with federal, state, and/or local law.