Technical Customer Engagement Consultant (San Pedro Garza García)

The Role

The digital Customer Engagement Manager (dCEM) is responsible for end‑to‑end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, primarily focusing on SAP S/4HANA private cloud edition deliverables.

The dCEM oversees the customer lifecycle from contract signing, including onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support across a range of customers.

The dCEM maintains customer satisfaction through issue mitigation and escalation management, helping customers maximize the value of their partnership with SAP.

The dCEM manages a variety of technical and engagement aspects during the various phases of a customer’s lifecycle, collaborating seamlessly with Project Leads and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery.

This role also provides expert support in operations and facilitates the service lifecycle.

Key Tasks

• Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiate digital service kick‑off for customers
• Contribute to onboarding/transitioning customers to ECS
• Support de‑escalations of critical customer situations
• Collaborate with Major Incident Management, the SAP Customer Office, and Product Support for critical incidents
• 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 SAP stakeholders, including virtual customer success partners, to ensure customer success
• Support reviewing account status and analyze if an account should transition to another team based on growth in volume or complexity

Role Requirements

• Engineering graduate with a minimum 4+ years of work experience as an SAP technical consultant, including 2+ years in a customer‑facing role (consulting, IT support, IT services, etc.)
• Excellent customer focus, networking, relationship building, results‑driven, self‑organized, and decision‑making skills
• Expected to deliver effective customer communication using digital mediums to achieve high customer satisfaction
• 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
• Good understanding of ECS operations infrastructure, processes, and automation tools such as SPC and TIC (a plus)
• Knowledge of Project Management fundamentals, ITIL, and Lean fundamentals (a plus)
• Cloud architecture and IT technical infrastructure know‑how
• Understanding of escalation handling and procedures
• Experience working with cross‑cultural and cross‑functional teams or individuals
• Proficiency in English (written and verbal); additional local languages are a plus