Technical Account Manager

1 week ago


Singapore SAP ASIA PTE. LTD. Full time

About SAP ASIA PTE. LTD.

We are a leading enterprise application software company that empowers companies of all sizes and industries to innovate through simplification. Our mission is to shape the future of cloud services by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey.

Our Goal

We aim to offer a range of cloud deployment options, leveraging SAP's infrastructure, partner infrastructures, and public cloud platforms. As a result, our customers can benefit from a seamless transition to the cloud, ensuring minimal disruption to their business operations.

The Role of the Technical Service Manager

The Technical Service Manager plays a critical role in achieving our goal by serving as the primary technical contact for our customers. They will develop a deep understanding of each customer's landscape, advising on technical requirements, and addressing complex challenges throughout the customer lifecycle.

Responsibilities

  • Serve as the primary technical contact for SAP Enterprise Cloud Services customers, offering guidance and support across their lifecycle.
  • Gain a deep understanding of customer goals and challenges to offer tailored solutions and recommendations.
  • Manage and resolve escalations related to SAP Enterprise Cloud Services customer landscapes.
  • Advocate for value-added services within the SAP Enterprise Cloud Services portfolio to meet customer needs.
  • Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.
  • Participate in on-site customer visits when necessary and support customers' Intelligent Enterprise transformation as a technical consultant.

Educational Requirements

  • Bachelor's degree in Computer Science, Engineering, or Information Management (or equivalent experience).

Desirable Skills

  • Solid expertise and in SAP technologies (SAP certification preferred).
  • Strong focus on customer service and communication, with the ability to explain technical details to non-technical audiences effectively.
  • Analytical and solution-focused mindset with excellent English communication and presentation skills.
  • Proven skills in managing customer escalations, process improvements, and key relationships.
  • Working knowledge of hyperscalers, multi-cloud integrations, networking, and virtualization technologies (e.g., load balancers, VMs).

Work Experience

  • 9+ years of SAP technology (BASIS) experience in the IT industry.
  • 5+ years of customer-facing experience, with demonstrated skills in de-escalation, conflict resolution, and executive-level relationship management.
  • Proven technical project management skills to handle complex customer projects efficiently and resolve issues effectively.


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