SAP Basis- Customer Engagement Manager with German

SAP Basis - Customer Engagement Manager with German

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Overview

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) will work with SAP Enterprise Cloud Services, primarily focusing on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing to continuous service delivery, release and maintenance project initiation, change management and renewal support. The CEM maintains customer satisfaction through issue mitigation, escalation management and helps customers maximize their partnership value. The CEM works with Project Leads and internal delivery teams to manage technical and engagement aspects across the lifecycle and supports operations and the service lifecycle.

What You'll Be Doing

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiates digital service kickoff for customers
• Ensures periodic service reviews to track service quality across customers
• Contributes to onboarding/transitioning customers to SAP Enterprise Cloud Services
• Orchestrates overall service/project delivery according to planned scope, budget, and milestones
• Supports de-escalation of critical customer situations
• Supports critical customer situations with Major Incident Management, SAP Enterprise Cloud Services Customer Office teams and SAP Product Support
• Executes technical feasibility studies and solution reviews (if applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout their lifecycle within scope of engagement
• Executes and supports problem management and continuous improvement
• Supports customer satisfaction surveys
• Reviews SLA service credit cases
• Supports commercial change requests
• Contributes to liaison with SAP stakeholders, e.g., Virtual customer success partner, to ensure customer success
• Reviews account status and analyzes if account should transition to another team based on growth or complexity
• Document Structured Knowledge: procedures for Supplier derived from SAP processes, reviewed and signed off by SAP
• Facilitates systematic and faster onboarding of associates, mandatory training documentation
• Assesses current skill level and plans competency uplift, report quarterly
• Enables continuous delta knowledge transfers on new topics and refresher sessions

What You'll Bring Along

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 5‑10 years of experience as SAP technical consultant with 2+ years in a customer‑facing role
• 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 (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 working with cross‑cultural and cross‑functional teams or individuals
• Proficiency in English (written and verbal); additional local languages are a plus
• Hands‑on experience with SAP HEC, SAP S/4HANA or any other cloud solution
• Hands‑on experience with infrastructure operations, network, interfaces and Load Balancer topics
• Strong technical troubleshooting skills with ability to form big picture quickly before designing solution path
• Knowledge of/certification in one of Azure, AWS or GCP fundamentals
• Experience with Migration, Upgrade projects, especially on S/4H Cloud
• Excellent command of spoken and written English and German

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Management and Manufacturing

Industries

IT Services and IT Consulting

Location: Ro, Emilia‑Romagna, Italy.