Digital Customer Engagement Manager

Summary

Join our team as an SAP dCEM (Digital Customer Engagement Manager) and play a crucial role in guiding customers on their SAP landscape. This elevated role is perfect for SAP Basis consultants seeking career advancement. You will be the primary point of contact for RISE customers, providing technical guidance and support. Collaboration with various SAP teams is essential to ensure customer success. This customer-facing role requires strong communication and problem-solving skills, but no hands-on technical work is expected. The position offers opportunities for professional development and exposure to cutting-edge SAP technologies.

Requirements

• Technical expertise in SAP Basis area with minimum of 5+ years of experience
• 2+ years 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
• Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed

Responsibilities

• Understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform
• Engage with customers on a regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
• Work closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning
• Join meetings, answer technical queries from customer team & present assessments
• Provide Technical Architecture, Landscape issues/ queries guidance to end customers
• Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Contribute to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
• Orchestrate the overall service/project delivery according to planned scope, budget, and milestones
• Support in de-escalations of critical customer situations
• Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
• Contribute to customer release and maintenance activities
• Support customers on technical requirements throughout their lifecycle
• Execute and support problem management and continuous improvement
• Contribute to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success
• Support 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

Preferred Qualifications

Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus

Benefits

• Work From Home
• Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)
• Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies
• Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future. Generally this exposure is not available in any regular SAP Basis position
• Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges
• Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)