Customer Engagement Manager

il y a 2 semaines


Bruxelles, Région de Bruxelles, Belgique HireOn Ltd Temps plein

HireOn Recruitment is working with a leading tech outsourcing company that is looking to recruit a Dutch speaking Customer Engagement Manager to join their team.


Position:
Customer Engagement Manager

Location:
Remote, anywhere in Europe

Employment type:
Full-time

Remuneration:
Up to euro gross/year

DUTIES AND RESPONSIBILITIES:

  • Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Facilitate service kick off for customers
  • Ensure periodic service reviews to track the service quality across a range of customers
  • Contribute to onboarding/transition projects
  • Contribute to the overall service/project delivery
  • Support in deescalations of critical customer situations
  • Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support
  • Execute technical feasibility studies/solution reviews (if applicable)
  • Contribute to customer release and maintenance activities
  • Support customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Execute and support problem management and continuous improvement
  • Support customer satisfaction surveys
  • Review SLA service credit cases
  • Support commercial change requests
  • Contribute to the liaison with different SAP stakeholders, esp. (Digital)
  • Stay involved in the accounts to ensure success and integration of the customer
  • Review account status and analyze if account needs to be transitioned to another team.

REQUIREMENTS:

  • Native/fluent in Dutch, both oral and written. Fluent in English. Fluency in any additional local languages is considered as an advantage
  • Engineering graduate with a minimum of 7 years' work experience in customer facing role (consulting, IT services etc.)
  • Excellent customer focus and communication skills
  • Excellent networking/relationshipbuilding skills
  • Resultsdriven and selforganized with great decision making skills
  • Strong knowledge of IT Service Management, SAP Basis (implementation, migration) and SAP Application
  • Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
  • Cloud architecture and IT technical infrastructure knowhow
  • Understanding of escalation handling and procedures
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is considered a plus
  • Experience in working with crosscultural and crossfunctional teams/individuals.

BENEFITS:

  • Excellent remuneration package based on experience, skills and performance
  • Be part of a dynamic and creative team with a positive and friendly atmosphere
  • Guidance and tools to reach your full potential.

Salary:
From €70,000.00 per year
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