[에스에이피코리아] Digital Customer Engagement Manager - SAP BASIS & HANA 채용

[SAP 코리아] Digital Customer Engagement Manager - SAP BASIS & HANA 채용

[What you'll do]

The Customer Engagement Manager (CEM) is responsible for E2E 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.

The CEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The CEM 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 CEM 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 Project Leads (PL) and SAP Enterprise Cloud Services 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.

[Key tasks comprise the following]

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

Initiates digital  service kick off for customers

Ensures periodic service reviews to track the service quality across a range of customers

Contributes to onboarding/transitioning customers to ECS

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

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 overtime.