Job Description

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 SAP. 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. Key tasks comprise the following: 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 ECS 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 the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time. WHAT YOULL BRING 5 - 7 years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.) Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers Technical and application expertise for different cloud solutions (min. HEC & S/4HANA) Must have exposure to SAP Basis, SAP S/4 HANA, Azure/ AWS (in context of SAP Green Field and Brown Field Customers) Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making An 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 Good understanding of ECSs 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 Understanding of escalation handling and procedures Experience in working with cross-cultural and cross-functional teams or individuals Proficiency in English (Written and verbal)