SAP Rise Basis -Digital Customer Engagement Manager

Company Description

Vaikun Technologies Pvt Ltd specializes in expert SAP solutions, offering implementation, support, and optimization services tailored to client needs. With a team of experienced consultants, we help streamline business operations, drive digital transformation, and maximize ROI. Our focus is on delivering quality services at optimized costs to ensure client satisfaction. We are committed to providing innovative, reliable, and scalable SAP solutions for sustainable business growth.

Role Description

This is a contractual/freelance remote role for a SAP Rise Basis - Digital Customer Engagement Manager. The role involves overseeing customer engagement, managing customer satisfaction, and driving success through effective communication and program management. The individual will work closely with clients, analyze complex requirements, and deliver effective SAP Rise solutions while ensuring seamless customer experiences.

Technical Skills

1. Strong knowledge of IT Service Management, SAP Basis and SAP Applications

2. Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers

3. Working experience with SAP HEC, SAP S/4HANA or any other cloud solution.

4. Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics

5. Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution

Soft Skills

1. Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making

2. Excellent communication skills (written and verbal)

3. Understanding of escalation handling and procedures with customers while proactively working with internal teams towards arriving at a resolution

4. Experience in working with cross-cultural and cross-functional teams or individuals

5. Proficiency in English (Written and verbal), additional (local) languages are a plus/on top. E.g. Asian (Chinese, Korean and Japanese), European (German, French, Italian, Turkish, Portuguese, Russian) languages.

Technical Skills

1. Cloud architecture and IT technical infrastructure know-how

2. Knowledge of/certification in one of Azure, AWS or GCP fundamentals

3. Experience with Migration, Upgrade projects esp. on S/4H Cloud.

4. Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

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 SAP ENTERPRISE CLOUD SERVICES

· 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 account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

· Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration.

· Systematic and faster onboarding of associates: mandatory trainings documentation

· Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis

· Enable continuous delta KTs on new topics and refresher sessions