Cutomer Assurance Manager

About the role

You will be the main point of contact for SAP's private cloud customers - this includes our offerings RISE with SAP S/4HANA Cloud, private edition, SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). On a regular basis, you will align with your customers, plan and steer the engagement together with your customer. You will be the customer's ambassador in the Enterprise Cloud Services organization and help to drive our business in a dynamic, rapidly evolving environment.

Responsibilities

Your main goals will be customer satisfaction and commercial success while driving the end-to-end customer engagement through onboarding, run and renewal phases. You will have three main areas of responsibility:

• Engagement Management: Plan & review of services in accordance with the customer's requirements, manage Stakeholders
• Delivery Management: Day-to-day operations, support of projects, de-escalate critical engagements
• Account Management: Commercial account management and increase of customer satisfaction

Accompanying our customers on their cloud journey is a challenging and exciting opportunity for personal and professional growth and experience as you engage with our customers of various sizes, backgrounds, and industries to manage their mission critical SAP landscapes.

Requirements

• Bachelor's degree or equivalent in a business or technology related field (e.g. Computer Science, Business Administration, etc.)
• Excellent presentation and communication skills in English, ability to switch communication styles for technical and non-technical audience with confidence, including management level at customers
• Pro-active, problem solving, "can-do" attitude and "customer first" mindset
• Strong engagement management, relationship building and de-escalation skills
• Good understanding of SAP's cloud business, especially private cloud offerings
• Accustomed to work in international environments
• 2+ years of experience in a customer-facing role in the cloud or IT consulting business
• Mandatory: ECS experience along with exposure to SAP private cloud offerings (RISE with SAP, S/4HANA Cloud Private Edition, HEC, CAS)

Team

This is your opportunity to become part of an amazing international team, lead by a co-leadership team, in a fast-growing organization which provides you a lot of room for personal development. ECS is a truly global organization, the CDM teams are working in a hybrid remote/onsite environment so that you find the setup that fits your needs.