SAP Customer Engagement Manager

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.

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.

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-06333