The Role:

• The Customer Engagement Manager (CEM) is responsible to ensure effective 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.
• 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.
• Orchestrates the overall service/project delivery according to planned scope, budget, and milestones.
• Supports in de-escalations of critical customer situations & reviews SLA service credit cases.
• 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 & commercial change requests.
• Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success.

Experience (Role Requirements)

• Some work experience as technical consultant and experience in a customer facing role (consulting, IT support, IT services in Cloud environment).
• Basic knowledge of IT Service Management, SAP Basis and IT infrastructure
• Some understanding of infrastructure operations & processes. Knowledge of automation tools is a plus.
• Understanding of escalation handling and procedures.
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making.
• Excellent communication skills esp. using digital mediums.
• Experienced in working with cross-cultural and cross-functional teams or individuals.
• Any additional European languages would be a big plus.