Job Description:
The Customer Engagement Management (CEM) is responsible for end-to-end customer engagement and delivery of contractual agreements and services for Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing, including onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support. The role involves maintaining customer satisfaction through issue mitigation, escalation management, and maximizing the value of the partnership with SAP.
The CEM manages various technical and engagement aspects during different phases of the customer lifecycle, collaborating with Project Leads and SAP internal delivery teams. This role also provides expert support in operations and facilitates the service lifecycle.
Key Tasks:
* Supports sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
* Initiates digital service kick-offs for customers
* Ensures periodic service reviews to monitor service quality
* Contributes to onboarding and transitioning customers to SAP Enterprise Cloud Services
* Orchestrates service/project delivery according to scope, budget, and milestones
* Supports de-escalation of critical customer situations
* Collaborates with Major Incident Management and other teams during critical situations
* Performs technical feasibility studies and solution reviews (if applicable)
* Contributes to customer release and maintenance activities
* Supports customers on technical requirements throughout their lifecycle
* Executes problem management and continuous improvement initiatives
* Supports customer satisfaction surveys and reviews SLA service credit cases
* Assists with commercial change requests
* Reviews account status and assesses if account transition is needed based on growth
* Documents working procedures and ensures knowledge sharing
* Supports onboarding of associates and competency uplift planning
Role Requirements:
* Engineering graduate with minimum 4+ years of SAP technical consulting experience, including 2+ years in a customer-facing role
* Proficiency in English; additional local languages are a plus
* Excellent customer focus, networking, relationship building, and results-driven mindset
* Strong knowledge of IT Service Management, SAP Basis, and SAP Applications
* Hands-on experience with SAP Basis activities, upgrades, and infrastructure updates for cloud customers
* Understanding of SAP Cloud Operations and automation tools like SPC, TIC is a plus
* Knowledge of Project Management, ITIL, and Lean fundamentals is beneficial
* Cloud architecture and IT infrastructure knowledge
* Experience working with cross-cultural and cross-functional teams
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