Digital Customer Engagement Manager

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Summary & Role Information:

The charter of the Customer Engagement Center is to ensure seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution by customers through Shared Services model. In this role, you will contribute with your extensive project management, customer engagement and technical experience to drive strategic initiatives that will contribute to the growth and scalability of the unit. This Shared Services unit shall ensure innovative and standardized approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience. Continuous improvement in tools, processes and engagement channels shall be key for this unit, working in close collaboration with relevant ECS and Customer success stakeholders in the region.

The Role:

• Actively support the global PC3 initiatives
• Provide support to customer in the RISE Technical Managed Services as per the RISE R&R
• Identify improvements in internal processes
• Interact with internal and external stakeholders proposing customer facing improvements, including opportunities for process improvements and automation.
• Advise customers on technical topics within the scope of ECS
• Communicate effectively and efficiently to all relevant stakeholders.
• Share regular status, including efficiencies of the initiatives.
• Execute robust delivery of the plan against defined KPIs & goals.
• Execute on the operating model defined by Global head of the unit to ensure effectiveness, integration and agility in delivery approaches.
• Adopt the Customer efficiency strategy defined by global, to leverage digital platforms and channels for customer communications; consistent focus on increased automation to enhance productivity and profitability.
• Provide effective financial stewardship and demonstrate value creation for customers and for ECS.

Experience (Role Requirements):

• 10+ years of overall experience in IT software and services
• 5+ years of project management experience.
• Experience with International teams is a MUST
• Solid background in customer facing processes. Basis/Technical knowledge is a must.
• Customer-centric mindset – Experience in engaging with customers, especially influencing senior executives
• Knowledge ECS customer facing processes is a plus.
• Understanding of RISE PCE is preferred.
• Solid understanding of Technical Managed Services
• Experience working across multiple organizations and teams, including Commercial, Legal, Finance, Sales, Marketing, Communications, Operations, Service Engineers, Delivery
• Excellent internal and external stakeholder management, presentation and communication skills
• Analytical thinking
• Strong English language is mandatory

About the team:

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438120 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid