Senior Digital Customer Engagement Manager (dCEM)

Requisition ID: 437997

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager:Kuran Williams

Recruiter Name: Thais Nadim

Please submit your resume in English in order to proceed in the process.

**This opportunity requires you to work 3 times a week in an SAP office (São Paulo or São Leopoldo).**

About the 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 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.

About the role:

The digital Customer Engagement Manager (dCEM) 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 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 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.

What youll do:

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiates digital service kick off for customers
• Contributes to onboarding/transitioning customers to ECS
• 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.

What you bring:

• Engineering or related fields graduate with strong backgroundas SAP Technical Consultant with customer facing role (consulting IT support IT services etc.)

• High proficiency in customer communications and presentations.

• Strong hands on experience with SAP Basis activities SAP release upgrades and infrastructure updates for cloud customers.

• Strong understanding of SAP solutions including S/4HANA architecture conversion migration paths and tools.

• 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

• Experience in solution design enterprise architecture and SAP implementation its a plus.

• Knowledge of SAP RISE or ECS experience is advantageous.

• Good understanding of cloud services 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
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Network and infrastructure knowledge is a plus
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals
• Proficiency in English (Written and verbal) additional (local) languages are plus

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We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

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