Customer Engagement Manager (dCEM), SAP Enterprise Cloud Services

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At SAP, we keep it simple: you bring your best to us, and well bring out the best in you. Were builders touching over 20 industries and 80 of global commerce, and we need your unique talents to help shape whats next. The work is challenging : but it matters. Youll find a place where you can be yourself, prioritize your wellbeing, and truly belong. Whats in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
The digital Customer Engagement Manager (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
What you build
The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The dCEM is also expected to maintain customer satisfaction through issue mitigation and escalation management and 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 range of customer 's lifecycle. They will work in seamless collaboration with sales and pre:sales team and, SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.
Key tasks comprise the following:
typedisc:
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Supports sales to delivery handover and supervise the delivery of services outlined in the customer contract
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Initiates digital service kick:off for customers transitioning to the digital customer engagement model
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Contributes to onboarding/transitioning customers to ECS
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Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
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Supports in de:escalations of critical customer situations
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Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
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Executes technical feasibility studies/solution reviews (if applicable)
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Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
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Support customer satisfaction surveys
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Supports commercial change requests, including customer renewals
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Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
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Supports in reviewing account status and analyzing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.
What you bring
typedisc:
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5 : 7 years of work experience as SAP technical consultant with 2 years in a customer:facing role (consulting, IT support, IT services, etc.)
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Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
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Technical and application expertise for different cloud solutions (min. HEC and S/4HANA)
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Must have exposureto SAP Basis, SAP S/4 HANA, Azure/AWS(in context of SAP Green Field and Brown Field Customers)
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Excellent customer focus / Networking / Relationship Building /Results:driven / Self:organized / Decision making
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An individual in this role is 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
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Good understanding of ECSs operations infrastructure, processes, and automation tools like SPC, TIC, etc. is a plus
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Job Type: Permanent