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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
digital Customer Engagement Manager dCEM
Role Requirements Seniority Overall work experience (minimum # years) Including: Customer facing / Technical exp.
Digital Customer
Engagement Manager
(dCEMAs) Associate 4 3 / 3
Digital Customer
Engagement Manager
(dCEMSr) Senior 6 5 / 4
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 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 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. 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
Role Requirements
Engineering graduate with minimum 4 years of
We transform. SAP solutions into Value
NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.
Required Experience:
Contract
Key Skills
- APIs
- Docker
- Jenkins
- REST
- Python
- AWS
- NoSQL
- MySQL
- JavaScript
- Postgresql
- Django
- GIT
About Company
Globale SAP-Beratungskompetenz und führender Full-Service-Anbieter von SAP-Softwarelösungen in über 30 Ländern.
