The Role The digital Customer Engagement Manager (dCEM) is responsible for end-to-end 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. Responsibilities Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kick off for customers Contributes to onboarding/transitioning customers to ECS 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 over time Requirements Engineering graduate with minimum 2+ years of work experience as SAP technical consultant with customer facing experience (consulting, IT support, IT services etc.) Excellent customer focus, networking, relationship building, results-driven, self-organized, and decision-making skills Ability to deliver effective customer communication using digital mediums to achieve high customer satisfaction; 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 ECS operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus Understanding of escalation handling and procedures Experience working with cross‑cultural and cross‑functional teams or individuals Proficiency in English (written and verbal); additional local languages are a plus Equal Employment Opportunity Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #J-18808-Ljbffr