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SAP Basis Customer Engagement Manager

From 3 to 8 year(s) of experience

Noida, Mumbai, Hyderabad/Secunderabad, Bangalore/Bengaluru

₹ Not Disclosed by Recruiter

Posted: 30 days ago

Job Description

Roles and Responsibilities

The Customer Engagement Manager (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP 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 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.

3 to 8 years of exp in Customer Engagement Manager in SAP Basis environment & SAP Application, HEC, S4Hana, SAP Cloud Customers, SAP Enterprise Cloud Services, SAP Product Support, HEC, S/4HANA, IT Service Management, SAP Basis, SAP Application, Networking, relationship Building, Results-driven, Self-organized, Decision making, Project Management Fundamentals, ITIL, Lean Fundamentals, SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc, SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers

Engineering graduate with minimum 4+ years of work experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, IT services etc.)

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

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 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

Flexible to travel based on the project need

Looking for the candidates those who can join 0 to 30 days of notice period

Job Location is Hyderabad / Bangalore / Mumbai / Noida

Experience: 3 to 8 years of exp in Customer Engagement Manager in SAP Basis environment & SAP Application, HEC, S4Hana, SAP Cloud Customers, SAP Enterprise Cloud Services, SAP Product Support, HEC, S/4HANA, IT Service Management, SAP Basis, SAP Application, Networking, relationship Building, Results-driven, Self-organized, Decision making, Project Management Fundamentals, ITIL, Lean Fundamentals, SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc, SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers

Qualification: Any Graduate / Any Post Graduate

Job Location: Hyderabad / Bangalore / Mumbai / Noida

Mandatory Skills: SAP Cloud Customers, SAP Enterprise Cloud Services, SAP Product Support, HEC, S/4HANA, IT Service Management, SAP Basis, SAP Application, Networking, relationship Building, Results-driven, Self-organized, Decision making, Project Management Fundamentals, ITIL, Lean Fundamentals, SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc, SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers






Industry: IT Services & Consulting
Functional Area: Engineering - Software & QA
Role Category: Software Development
Role: Engineering Manager
Employment Type: Full Time, Permanent

Education:UG -B.Tech/B.E. in Any Specialization
PG - Any Postgraduate

Company Profile

NTT DATA
NTT DATA BUSINESS SOLUTIONS PRIVATE LIMITED  
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