Customer Engagement Manager - Brussels, België - David Kennedy Recruitment

Beschrijving

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

• 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.

• 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 4+ 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 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.

• 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.