Senior Digital Customer Engagement Manager

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

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 customer’s 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 rapidly. In 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 customer’s 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 YOU’LL 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.