Digital Customer Engagement Manager

Description:

Summary & Role Information:

The charter of Private Cloud CustomerCentre is to 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 approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience.

The Role:

The Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual 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. This role is to serve the European customers and therefore requires the candidate to perform in European time-zone.

• Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
• Support tickets handling, bridging customer queries and requirements from technical operations team.
• Ensures periodic service reviews to track the service quality across a range of customers.
• Orchestrates the overall service delivery according to agreed SLAs and KPIs.
• Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
• Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication.
• Supports de-escalations of critical customer situations & reviews SLA service credit cases.
• Contributes to customer Go-Lives, Release Upgrade and maintenance activities.
• Executes and supports problem management and continuous improvement.
• Supports customer satisfaction surveys & commercial change requests.
• Contributes to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.