Customer Engagement Manager (Sap Basis) With German

Buscojobs; Emilia-Romagna; Remoto; EUR 45.000 - 80.000; Tempo pieno

Descrizione del lavoro

Join a dynamic team as a Customer Engagement Manager, where you will oversee the entire customer lifecycle for SAP Enterprise Cloud Services. This role is pivotal in ensuring customer satisfaction through effective onboarding, service delivery, and issue resolution. You will collaborate with various teams to maximize the value of partnerships and drive continuous improvement initiatives. If you are passionate about customer success and have a strong background in SAP services, this is an exciting opportunity to make a significant impact in a forward-thinking company.

Competenze

• Experience in customer engagement and delivery of SAP services.
• Strong understanding of SAP S/4HANA and cloud services.

Mansioni

• Support customer onboarding and service delivery for SAP Enterprise Cloud Services.
• Manage customer satisfaction and issue resolution throughout the lifecycle.

Conoscenze

SAP S/4HANA

Customer Engagement

Change Management

Issue Mitigation

Technical Support

Formazione

Bachelor's Degree in Business or IT

Master's Degree (preferred)

Strumenti

SAP Enterprise Cloud Services

Major Incident Management (MIM)

Descrizione del lavoro

Customer Engagement Manager (SAP Basis) with German

NTT DATA Europe & Latam

25/04/2025

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Customer Engagement Manager (SAP Basis) with German

Location:

Brasov, RO; Sibiu, RO; Cluj, RO; NoviSad, RS; Bucuresti, RO; Serbia remote, RS; Iasi, RO; Remote, RO; Timisoara, RO

Who we are

This role is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP. The digital Customer Engagement Manager (dCEM) for Cloud Customers of SAP Enterprise Cloud Services focuses mainly on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing, including customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The CEM maintains customer satisfaction through issue mitigation and escalation management, helping customers maximize the value of their partnership. They manage various technical and engagement aspects during different phases of the customer lifecycle, collaborating with Project Leads (PL) and SAP internal delivery teams. This role also provides expert support in operations and facilitates the service lifecycle.

What you'll be doing

1. Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
2. Initiate digital service kick-off for customers
3. Ensure periodic service reviews to monitor service quality across customers
4. Contribute to onboarding and transitioning customers to SAP Enterprise Cloud Services
5. Orchestrate overall service/project delivery according to scope, budget, and milestones
6. Support de-escalations of critical customer situations
7. Assist in critical customer situations alongside Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support as applicable
8. Execute technical feasibility studies and solution reviews if applicable
9. Contribute to customer release and maintenance activities
10. Support customers on technical requirements throughout their lifecycle within SAP Enterprise Cloud Services
11. Execute and support problem management and continuous improvement initiatives
12. Review SLA service credit cases
13. Support commercial change requests
14. Coordinate with SAP stakeholders, especially virtual customer success partners, to ensure customer success
15. Review account status and analyze if accounts need to be transitioned to another team based on growth in volume or complexity
16. Document working procedures for suppliers, reviewed and signed off by SAP