Digital Customer Engagement Manager - SAP Basis, Project Management
SAP•Bengaluru, Karnataka, India
fulltime
Administrative and Customer Service
7+ years
We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
What You'll Build The digital Customer Engagement Manager (dCEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Global cloud operations, mainly focusing on SAP S/4HANA, private cloud edition deliverables.
This role will primarily focus on customer onboarding scenarios, including system migrations and conversions from SAP ECC to SAP S/4HANA within the SAP private cloud landscape. The dCEM acts as the customer ambassador and primary point of contact, orchestrating migration projects, onboarding activities, and ongoing service delivery while ensuring customer satisfaction and successful adoption of RISE with SAP.
The role requires strong SAP technical and migration expertise, combined with customer engagement and project management capabilities, to guide customers through complex cloud transformation journeys into the RISE with SAP.
The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, migration activities, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The dCEM 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 dCEM 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 sales & pre-sales team and, SAP Global cloud operations 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.
In this role, you will be responsible for driving successful onboarding of customers transitioning to SAP Global Cloud Operations, particularly those undergoing On-premise to Cloud migrations, ECC to S/4HANA conversions and RISE with SAP transformation programs.
You will collaborate closely with SAP sales, presales, migration factories, delivery teams, and customer stakeholders to ensure successful execution of migration projects and stable post-go-live operations.
Key Tasks Comprise The Following
What You Bring
Where You Belong The SAP Global Cloud Operations (GCO) organization is a business unit responsible for providing cloud-hosted infrastructure and application management services to SAP customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscaler, as one SAP. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.
As part of ECS, the SAP Global Cloud Operations Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers.
Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Center of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.
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Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
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Requisition ID: 439180 | Work Area: Sales Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: