Job Opening: Senior Customer Engagement Manager - SAP BASIS & HANA
Location: Bangalore
Experience: 9 - 12 years of work experience as SAP technical consultant with 2+ years in a customer-facing role
Job Description:
The Senior Customer Engagement Manager (CEM) is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, focusing on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle, ensures customer satisfaction, and manages technical and engagement aspects during various phases of the customer lifecycle.
Key Responsibilities:
- Support sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
- Initiate digital service kick-off for customers
- Ensure periodic service reviews to track service quality
- Contribute to onboarding/transitioning customers to ECS
- Orchestrate overall service/project delivery according to planned scope, budget, and milestones
- Support de-escalations of critical customer situations
- Execute technical feasibility studies/solution reviews (if applicable)
- Contribute to customer release and maintenance activities
- Support customers on technical requirements throughout their lifecycle
- Execute and support problem management and continuous improvement
- Support customer satisfaction surveys, SLA service credit cases, and commercial change requests
- Contribute to liaison with different SAP stakeholders to ensure customer success
Requirements:
- 9 - 12 years of work experience as SAP technical consultant with 2+ years in a customer-facing role
- 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)
- 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, and decision-making skills
- Strong knowledge of IT Service Management, SAP Basis, and SAP Application
- Good understanding of ECS operations infrastructure, processes, and automation tools like SPC, TIC, etc. (plus)
- Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals (plus)
- Cloud architecture and IT technical infrastructure know-how
- Understanding of escalation handling and procedures
- Experience working with cross-cultural and cross-functional teams or individuals
- Proficiency in English (Written and verbal)
Requisition ID: 390771
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