Digital Customer Engagement Manager (dCEM)
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Requisition ID: 429404
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Graduate
Employment Type: Regular Full Time
Career Level: T1
Hiring Manager: Oliver Arévalo
Recruiter Name: Thais Nadim
Additional Locations:
Please submmit your resume in English. Only resumes in English will be considered.
This position requires you to commit to out hybrid-work model and youll be expected to be at SAP office 3x a week.
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 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 GCO Private Cloud Customer Center or PC3 is an organization dedicated to managing service delivery at scale for high-volume private cloud customers.
Because we are at the heart of the SAP strategy our business unit is growing order tofacilitatethat 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 ofa great teamof smart technical and customer engagement professionals where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.
The Role
The digital Customer Engagement Manager (dCEM) is responsible for end to end 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.
ThedCEMoversees 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. ThedCEMis also expected tomaintaincustomer satisfaction through issue mitigation and escalationmanagement andhelping customers maximize the value of their partnership with SAP. ThedCEMmanages 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 ofdelivery throughoutthe customer engagement lifecycle. This role also provides expert support in operations andfacilitatesthe service lifecycle.
Key taskscomprisethe following:
Supports sales to delivery handover and customer onboarding to SAP GCO
Initiatesdigital servicekick off for customers
Contributes to onboarding/transitioning customers to GCO
Supports in de-escalations of critical customersituations
Supports critical customer situations in conjunction with Major Incident Management (MIM) SAP GCO Customer Office teams and SAP Product Support as applicable
Executes technical feasibility studies / solution reviews (if applicable)
Contributes to customer release and maintenanceactivities
Supports customers on technical requirements throughout their lifecycle within the SAP GCO scope of engagement
Executes and supports problem management and continuousimprovement
Support customer satisfaction surveys
Reviews SLA service credit cases
Supports commercial changerequests
Contributes to the liaison with different SAP stakeholders esp. Virtual customer success partner involved in the accounts to ensure customersuccess
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.
Role Requirements
Engineering graduate with relevant work experience as SAP technical consultant with experience in a customer facing role (consulting IT support IT services etc.)
Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decisionmaking
Individualin this roleisexpected to deliver Effective customer communication using digital mediums to achieve high customer satisfaction.
Strong knowledge of IT Service Management SAP Basis and SAP Application
Hands on experience with SAP Basis activities SAP release upgrades and infrastructure updates for cloud customersis mandatory
Good understanding of GCOs operations infrastructureprocessesand automation tools like SPC TIC etc. is aplus
Knowledge of Project Management Fundamentals ITIL Lean Fundamentals is aplus
Cloud architecture and IT technical infrastructureknow-how
Technical and applicationexpertisefor different cloud solutions (min. HEC & S/4HANA)
Understanding of escalation handling and procedures
Experience in working with cross-cultural and cross-functional teams orindividuals
Proficiency in English (Written and verbal) is mandatoryadditional(local) languages areplus
SAPS DIVERSITY COMMITMENT
To harness the power of innovation SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team:
Successful candidates might be required to undergo a background verification with an external vendor.
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.
Required Experience:
Manager
Key Skills
About Company
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer soluti ... View more
