SAP dCEM (Digital Customer Engagement Manager)

at  Axiom Software Solutions

Job Description
Job title: SAP dCEM (Digital Customer Engagement Manager)
Location: Germany
Duration: 6-12 month contract
Working Mode: Remote
Language: B2/C1 German speaking
Job Description:
This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.
dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.

TECHNICAL SKILL SET REQUIRED TO PERFORM ABOVE TASKS:

Technical expertise in SAP Basis area with minimum of 5+ years of experience.
2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management).
Good understanding & hands-on experience required in S/4 HANA Application & HANA database.
Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.

KEY TASKS COMPRISE THE FOLLOWING:

Technical Architecture, Landscape issues/ queries guidance to end customers.
Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
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
Contributes to customer release and maintenance activities
Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise
Executes and supports problem management and continuous improvement
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.
Systematic and faster onboarding of associates: mandatory trainings documentation
Enable continuous delta KTs on new topics and refresher sessions.
Skills
Dce, Azure, Saas Products, Documentation, Incident Management, Technical Skill, Problem Management, Saas, Cloud Services, sap basis, SAP RISE, hyperscaler, s/4 hana
About Company
Axiom is a global information technology, consulting and outsourcing company and services provider. Our IT solutions empower organizations and individuals throughout the world to maximize value and quality to succeed in today’s challenging business environment. As a fast-growing new economy company, we focus our strengths to offer world-class solutions and services through the convergence of technology, innovation, expertise and experience. We provide software consulting, development and IT-enabled services to clients across the globe. We work towards delivering sustained value creation for customers, employees, industries and society at large. Core offerings include data warehousing, middleware development, product development and web-enablement of legacy applications in verticals like telecom, finance, healthcare, manufacturing, energy & utilities, retail & distribution, enablement of legacy Relentless exploration of technology horizons and a Global Delivery Model that is a judicious combination of onsite, offsite and offshore development, offer a complete range of high-ROI business solutions spanning the consulting, technology, operations and process outsourcing value chain.
We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs.
Our aim is to work in partnership with our clients to deliver innovative and tailored solutions. Listening to and understanding your issues To deliver benefit—rapidly—to our clients. To create a unique customer focus, both in our relationships with our clients and in our approach. To use our world beating, innovative applications and methodologies to deliver high business value to our clients. Attaining senior level commitment to your project. Collaborative working and transparency. Building the right team for the job. Regular communication and documentation. Respecting the knowledge and experience of your staf.