Customer Engagement Manager

Description:

We’re looking for problem solvers; people that have a vision for continuous improvement:

Customer Engagement Managers who can ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model.

This Shared Services unit shall ensure an innovative and standardized digital approach towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience.

What you’ll do

• The digital Customer Engagement Manager (dCEM) is responsible for delivering technical managed services to SAP S/4HANA Cloud Customers of SAP Enterprise Cloud Services.
• You will orchestrate the overall service delivery, supporting customers on technical queries and requirement all the way through to delivery handover and customer onboarding covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
• Our Customer Engagement Managers are proactive in nature, handling everything from continuous improvement to problem management and service reviews, ensuring our customers have the support they need to successfully deliver new solutions and releases.
• Collaboration will be key as you liaise with both the customer and differing internal stakeholders such as Sales and PreSales through ensuring customer satisfaction with our customer success teams.
• Managing delivery of SLA’s across ticket monitoring, handling and issue resolution as well as contributing to customer Go-Lives, Release Upgrade and maintenance activities will play a key part of your day to day activities.

What you’ll bring

Strong hands-on experience with technical support in Cloud environments esp. with hyperscalers, OS/DB migration, S/4 HANA release upgrades and infrastructure updates for cloud customers.

As well as hands-on experience and wide knowledge of SAP BASIS, SAP ERP modules and tools like TSM, BODI application, HANA DB, understanding of EWA reports, networking and infrastructure aspects.
You will also have:

• Technical and application expertise for different cloud solutions (S/4HANA or another private cloud).
• Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
• Experienced in working with cross-cultural and cross-functional teams or individuals, in remote settings.

Any proficiency in another European language would be extremely helpful due to the nature of customers you will be dealing with, but not essential.