Digital Customer Engagement Manager SAP Basis, Project Management

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.

What youll Build:

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 Global cloud operations mainly focusing on SAP S/4HANA private cloud edition deliverables.

This role will primarily focus on customer onboarding scenarios including system migrations and conversions from SAP ECC to SAP S/4HANA within the SAP private cloud landscape. The dCEM acts as the customer ambassador and primary point of contact orchestrating migration projects onboarding activities and ongoing service delivery while ensuring customer satisfaction and successful adoption of RISE with SAP.

The role requires strong SAP technical and migration expertise combined with customer engagement and project management capabilities to guide customers through complex cloud transformation journeys into the RISE with SAP.

The dCEM oversees the customer lifecycle from the moment of contract signing particularly customer onboarding migration activities 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 sales & pre-sales team and SAP Global cloud operations 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.

In this role you will be responsible for driving successful onboarding of customers transitioning to SAP Global Cloud Operations particularly those undergoing On-premise to Cloud migrations ECC to S/4HANA conversions and RISE with SAP transformation programs.

You will collaborate closely with SAP sales presales migration factories delivery teams and customer stakeholders to ensure successful execution of migration projects and stable post-go-live operations.

Key tasks comprise the following:

• Supports sales to delivery handover and supervise the delivery of services outlined in the customer contract.
• Orchestrate customer onboarding and migration activities for Brownfield customers moving to SAP Private Cloud Environment.
• Support downtime optimized migration strategies and coordinate with technical delivery teams to ensure minimal disruption to customer business operations.
• Orchestrates the overall service/project delivery according to planned scope budget and milestones.
• Supports critical customer situations in conjunction with Major Incident Management (MIM) SAP Global Cloud Operations Customer Escalation Team and SAP Product Support as applicable.
• Supports customers on technical requirements throughout their lifecycle within the SAP Global Cloud Operations scope of engagement.
• Monitor project milestones delivery timelines and key risks to ensure successful project execution.
• Support customer satisfaction surveys (CSAT)

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 brownfield migrations and infrastructure updates for cloud customers.
• Strong experience in SAP system migrations and conversions particularly SAP system migrations to cloud environments (RISE PCE)
• Hands-on experience with SAP migration approaches including conversion : DMO Move to S/4 HANA SWPM on migration using Backup/Restore Migration using HANA Replication and Selective Data Migration.
• Must have exposure to SAP private cloud deployments on Hyperscaler 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.
• Proficiency in English (Written and verbal)

Where you Belong:

The SAP Global Cloud Operations (GCO) 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 Hyperscaler 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 Global Cloud Operations 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 Center 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.

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Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

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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For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

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Requisition ID: 439180 Work Area: Sales Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid