Customer Engagement Manager

2 weeks ago

Belgrade, Central Serbia NTT DATA Europe & Latam Full time $80,000 - $120,000 per year

Who We Are
This role is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP The digital Customer Engagement Manager (dCEM) 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 support 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 the client. The CEM 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 Be Doing

  • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kick off for customers
  • Ensures periodic service reviews to track the service quality across a range of customers
  • 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
  • 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
  • Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration
  • Systematic and faster onboarding of associates: mandatory trainings documentation
  • Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
  • Enable continuous delta KTs on new topics and refresher sessions

What You'll Bring Along

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum 5-10 years of experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, 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
  • Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a 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
  • Strong knowledge of IT Service Management, SAP Basis and SAP Applications
  • Hands-on experience with SAP Basis activities, SAP release version upgrades and infrastructure updates for cloud customers
  • Working experience with SAP HEC, SAP S/4HANA or any other cloud solution.
  • Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics
  • Strong technical troubleshooting skills with the ability to form the big picture quickly before surmising a path to a solution
  • Cloud architecture and IT technical infrastructure know-how
  • Knowledge of/certification in one of Azure, AWS or GCP fundamentals
  • Experience with Migration, Upgrade projects esp. on S/4H Cloud.
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

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