SAP dCEM (Digital Customer Engagement Manager)

Role - SAP dCEM (Digital Customer Engagement Manager)

C1 German speaking

Remote Germany

Mode – B2B Rolling Contract

• This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.

• dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)

• DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)

• SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).

• This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.

• Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.

Technical Skill Set required to perform above tasks:

• Technical expertise in SAP Basis area with minimum of 5+ years of experience.

• 2+ Cloud knowledge  (e.g. through Solution Management, Consulting and/or Delivery Program management).

• Good understanding & hands-on experience required in S/4 HANA Application & HANA database.

• Experience in SAP Upgrade & Migration (OS/DB) is mandatory.

• Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.

• Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.

Scope for the career

• Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)

• Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies.

• Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future. Generally this exposure is not available in any regular SAP Basis position.

• Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges.

• Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)

Key tasks comprise the following:

• Technical Architecture, Landscape issues/ queries guidance to end customers.

• Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services

• 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

• Contributes to customer release and maintenance activities

• Supports customers on technical requirements throughout their lifecycle

• Executes and supports problem management and continuous improvement

• 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.

• Systematic and faster onboarding of associates: mandatory trainings documentation

• Enable continuous delta KTs on new topics and refresher sessions.

• Work From Home