Senior Digital Customer Engagement Manager (dCEM)

Job Description

Requisition ID: 437997

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: Kuran Williams

Recruiter Name: Thais Nadim

Please submit your resume in English in order to proceed in the process.

**This opportunity requires you to work 3 times a week in an SAP office (São Paulo or São Leopoldo).**

About the team:

The SAP Enterprise Cloud Services (ECS) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.

Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.

About the role:

The digital Customer Engagement Manager (dCEM) 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 dCEM 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 dCEM 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 dCEM 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 do:

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiates digital service kick off for customers
• Contributes to onboarding/transitioning customers to ECS
• 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.

What you bring:

• Engineering or related fields graduate with strong background as SAP Technical Consultant with customer facing role (consulting, IT support, IT services etc.)

• High proficiency in customer communications and presentations.

• Strong hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers.

• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.

• Individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction.
• Strong knowledge of IT Service Management, SAP Basis and SAP Application

• Experience in solution design, enterprise architecture, and SAP implementation it’s a plus.

• Knowledge of SAP RISE or ECS experience is advantageous.

• Good understanding of 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)
• Network and infrastructure knowledge is a plus
• 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

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