Customer Engagement Manager

German speaker Mandatory.

Remote anywhere in Europe. Except UK.

Role

Overall Work ex

Customer Facing exp

Technical Exp

Qualification

Skills

Customer Engagement Manager

(Associate Consultant)

Min 4 yr

3

3

Qualification: Engineering Graduate
Hands on Experience: SAP Basis, ITSM, SAP application release upgrades, infrastructure updates
Understanding of Technical Skills: SAP Enterprise cloud services, Cloud (min. HEC & S/4HANA), Cloud architecture and IT technical infrastructure
Preferred Skills: ITIL, Project Mgmt & Cloud certifications (Azure, AWS, others)

Customer facing professional,
Problem solving,
Communication skills,
Results-oriented & decision making
Escalation Management
Ability work with cross functional and cross cultural teams

Customer Engagement Manager

(Senior Consultant)

Min 6 yr

5

4

The Role

The Customer Engagement Manager (CEM) 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 CEM 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 initiation for a range of customers. The CEM 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 CEM manages a variety of aspects during the various phases of a range of customers' lifecycles from a technical perspective. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery and resolve technical complexities throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.

Key tasks comprise the following:
• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Facilitates service kick off for customers
• Ensures periodic service reviews to track the service quality across a range of customers
• Contributes to onboarding/transition projects
• Contributes to 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
• 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. (Digital)

Customer Engagement Executives involved in the accounts, to ensure success and integration of the customer
• 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 minimum 4+ years of work experience in customer facing role (consulting, IT services etc.)
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
• 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 customers
• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals are plus
• Cloud architecture and IT technical infrastructure know-how
• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
• Understanding of escalation handling and procedures
• Experience in working with cross-cultural and cross-functional teams or individuals
• Proficiency in English (Written and verbal), additional (local) languages are Plus.