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Customer Engagement Manager (dCEM)

Customer Engagement Manager (dCEM)

SAP

5 - 7 years

30 - 35 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

it services change management sap networking customer satisfaction project management consulting sap basis presales analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 & 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:

Supports sales to delivery handover and supervise the delivery of services outlined in the customer contract
Initiates digital service kick-off for customers transitioning to the digital customer engagement model
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)
Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
Support customer satisfaction surveys
Supports commercial change requests, including customer renewals
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 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)

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Customer Engagement Manager (dCEM)