Customer Engagement Manager - SAP Basis (German/ French/ English) Job

Who we are

 

Customer Engagement Manager is responsible for end-to-end effective engagement and delivery of contractual agreement and services towards the customer. CEM shall work in seamless collaboration with other Enterprise Cloud Services functions to ensure delivery of committed scope, while resolving technical complexities throughout customer engagement lifecycle.

 

What you'll be doing

 

• Is expected to have strong Project management skills to support the customer onboarding, system build, operations, and off boarding, while working in seamless collaboration with Project Leader, TechOps and other Enterprise Cloud Services functions
• Is the first point of contact for escalations and all issues related to engagement or solution landscape
• Is expected to have deep technical knowledge of customer landscape and Enterprise Cloud Services cloud services
• Actively supports the Project Leader in smooth handover from Sales to Delivery, ensuring availability of customer documents e.g. customer and business user directories (Engagement Gate check)
• Supports customers on technical requirements, obstacles in all types of technical situations (incl. IT critical situations) throughout their lifecycle within Enterprise Cloud Services scope of Private Cloud Edition engagement
• Is responsible for planning of major customer upgrades in alignment with the Project Leader and supports with incident & service request
• Drives Regular/Periodic review meetings with clients to discuss the service quality
• Is expected to work remotely via emails, calls, video conferencing etc.
• Supports CR processes for increase or decrease in customer requirements by providing required information
• Works with Engagement Manager, Account executive, to derive the long-term account vision and executable service plans

 

What you'll bring along

 

• Minimum 5-10 years of experience as a SAP Basis Consultant 
• Client Management experience
• Bachelor’s degree in Informatics/ or similar field of study/or equivalent working experience is required
• Customer oriented, initiative and enthusiastic
• Results oriented, able to complete task on time under pressure
• Problem solving skills
• Good communication skills
• Interpersonal skills, Team work and Collaboration
• Flexible and able to take challenges and ownership
• German or French mandatory for 2 of the roles