Customer Engagement Manager (SAP Basis) with German

NTT DATA Europe & Latam; Ro; In loco; EUR 60.000 - 85.000; Tempo pieno

Descrizione del lavoro

A leading company in IT services is seeking a Customer Engagement Manager to oversee customer lifecycle and engagement with SAP Enterprise Cloud Services. This role involves ensuring customer satisfaction, managing critical situations, and collaborating with project teams for service delivery, aimed at maximizing the customer partnership value. Ideal candidates should have a background in SAP and be adept at managing complex customer relationships.

Competenze

• 3-5 years experience as SAP Technical Consultant, with 2+ years in customer-facing roles.
• Proficiency in English, with German or Dutch as a plus.
• Strong knowledge of IT Service Management and SAP Basis.

Mansioni

• Supports customer onboarding and sales to delivery handover.
• Ensures service quality checks across customer engagements.
• Collaborates with internal teams for project delivery throughout the customer lifecycle.

Conoscenze

Customer focus

Relationship Building

Decision making

IT Service Management

SAP Basis

Cloud architecture knowledge

Networking

Formazione

Bachelor’s degree in engineering or similar field

Strumenti

SAP Application

SAP Basis activities

Project Management Fundamentals

ITIL

Descrizione del lavoro

Customer Engagement Manager (SAP Basis) with German

Join to apply for the Customer Engagement Manager (SAP Basis) with German role at NTT DATA Europe & Latam

Customer Engagement Manager (SAP Basis) with German

1 day ago Be among the first 25 applicants

Join to apply for the Customer Engagement Manager (SAP Basis) with German role at NTT DATA Europe & Latam

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.

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

• Minimum 3-5 years of experience as SAP Technical Consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.)
• Bachelor’s degree in engineering/ or similar field of study is required
• 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 (German or/and Dutch) languages are mandatory
  
  

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at NTT DATA Europe & Latam by 2x

Sign in to set job alerts for “Customer Engagement Manager” roles.

Customer Experience Manager - Cooling Business

Ferrara, Emilia-Romagna, Italy 1 month ago

ACCOUNT MANAGER SETTORE ENERGIE RINNOVABILI

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.