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Engaged Employer

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4.2

based on 1.7k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Large Company - 2024

Top Rated Internet/Product Company - 2024

301 SAP Jobs

Customer Engagement Manager

SAP India Pvt.Ltd

4.2

based on 1.7k Reviews

2-7 years

Bangalore / Bengaluru

1 vacancy

Customer Engagement Manager

SAP

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Computer Networking Consulting Project Management Information Technology SAP Basis

+ 4 more

Job Description

We help the world run better

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 customer s 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 Building /Results-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 customer s 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.

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