Customer Engagement Manager

**We help the world run better**

The charter of Private Cloud Customer Centre is to ensure seamless adoption of RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This Shared Services unit shall ensure innovative and standardized approach towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience. This unit shall have multiple centers of excellence that are designed as per different phases of customer engagement lifecycle - onboarding, migration, operations, escalation, exception management and go-live phases. To achieve this, the employees shall act together in a pool in each CoE, with no named or specific assignment of any employee to any customer account. Therefore the CoE employees shall leverage a strong network across other existing roles in wider organization e.g. Project Leads, TechOps and Customer Office to help resolve customer requests delivering a world class customer experience. The individual shall also contribute to the improvement and optimization of processes and tools as documented in process documents in the support of efficient customer delivery.

**What you’ll do**
- The Customer Engagement Manager (CEM) is responsible to ensure effective 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.
- 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.
- Orchestrates the overall service/project delivery according to planned scope, budget, and milestones.
- Supports in de-escalations of critical customer situations & reviews SLA service credit cases.
- 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 & commercial change requests.
- Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success.

**What you’ll bring**
- Work experience as technical consultant and experience in a customer facing role (consulting, IT support, IT services in Cloud environment).
- Knowledge of IT Service Management, SAP Basis and IT infrastructure
- Some understanding of infrastructure operations & processes. Knowledge of automation tools is a plus.
- Understanding of escalation handling and procedures.
- Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making.
- Excellent communication skills esp. using digital mediums.
- Experienced in working with cross-cultural and cross-functional teams or individuals.
- Professional language proficiency in English and Italian or French is required

**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.

SAPECSCareers

**We build breakthroughs together**

**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 and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 363472 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.