Senior Customer Engagement Manager (SAP BASIS & HANA)

Job Description

The current requirement is for an SAP Consultant / Developer / Architect position within SAP JOBS organization. We are looking for highly skilled professionals who will be responsible for troubleshooting and resolving customer issues, developing, and implementing new solutions, and providing ongoing support for existing solutions. In your day-to-day tasks, you will need:

Ability to develop deep product knowledge at functional and technical level to be able to analyze complex software issues and provide corrections for them and also develop, and maintain on-going developments.
Ability to quickly ramp-up on latest AI and Gen-AI technologies and utilize them in suitable use cases for SAP’s product roadmaps.
Develop and implement new functionality in close collaboration with our customers and development colleagues.
Together with your highly motivated team you will deliver best in class maintenance and Continuous Innovation to our customers.
Excellent communication skill and the ability to articulate technical and functional information clearly for internal and external stakeholders and manage expectations.

Qualifications

Strong Analytical Skills and Consulting experience
Knowledge of Business Process and SAP Master Data management
Experience in system Integration
Excellent problem-solving abilities
Effective communication and interpersonal skills
Bachelor’s degree in Computer Science, Information Technology, or related field

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.
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

10 – 15 years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.)10
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)