Customer Engagement Manager (SAP Basis) Enterprise Cloud Services Team

ROLE

The 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'LL DO
The CEM 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 CEM 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 CEM manages a variety of technical and engagement aspects during the various phases of a range of customers lifecycle. They will work in seamless collaboration with Project Leads (PL) 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:

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiates digital service kick-off for customers
• Ensures periodic service reviews to track the service quality across a range of customers
• Contributes to onboarding/transitioning customers to ECS
• Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
• Supports in de-escalations of critical customer situations
• Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
• Executes technical feasibility studies/solution reviews (if applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
• Executes and supports problem management and continuous improvement
• Support customer satisfaction surveys
• Reviews SLA service credit cases
• Supports commercial change requests
• Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
• 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'LL BRING

• 5 - 7 years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.)
• Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Must have exposure to SAP Basis, SAP S/4 HANA, Azure/ AWS (in context of SAP Green Field and Brown Field Customers)
• Excellent customer focus Networking Relationship BuildingResults-driven Self-organized Decision making
• 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
• Good understanding of ECSs operations infrastructure, processes, and automation tools like SPC, TIC, etc. is a plus
• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
• Cloud architecture and IT technical infrastructure know-how
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals
• Proficiency in English (Written and verbal)

MEET YOUR TEAM

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customers preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.