Customer Engagement Manager

20 hours ago


Bangalore Karnataka, India SAP Full time

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 The digital 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 What you build The dCEM 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 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 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 supervise the delivery of services outlined in the customer contract Initiates digital service kick-off for customers transitioning to the digital customer engagement model 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 Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement Support customer satisfaction surveys Supports commercial change requests including customer renewals 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 the account needs to be transitioned to another team based on growth in volume or complexity of the account over time What you bring 5 - 7 years of work experience as SAP technical consultant with 2 years in a customer-facing role consulting IT support IT services etc Hands on experience with SAP Basis activities SAP release upgrades and infrastructure updates for cloud customers Technical and application expertise for different cloud solutions min HEC S 4HANA Must have exposure to SAP Basis SAP S 4 HANA Azure AWS in context of SAP Green Field and Brown Field Customers Excellent customer focus Networking Relationship Building Results-driven Self-organized Decision making An individual in this role is expected to deliver Effective customer communication using digital mediums to achieve high customer satisfaction Strong knowledge of IT Service Management SAP Basis and SAP Application Good understanding of ECSs operations infrastructure processes and automation tools like SPC TIC etc is a plus Knowledge of Project Management Fundamentals ITIL Lean Fundamentals is a plus Cloud architecture and IT technical infrastructure know-how Understanding of escalation handling and procedures Experience in working with cross-cultural and cross-functional teams or individuals Proficiency in English Written and verbal Where you belong The SAP Enterprise Cloud Services ECS 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 Hyperscalers 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 Enterprise Cloud Services 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 Centers 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 SAPECSCareers SAPInternalT2 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 SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and or mental disabilities If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team Careers sap com For SAP employees Only permanent roles are eligible for the according to the eligibility rules set in the SAP Referral Policy Specific conditions may apply for roles in Vocational Training 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 AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process please refer to our Please note that any violation of these guidelines may result in disqualification from the hiring process Requisition ID 436645 Work Area Consulting and Professional Services Expected Travel 0 - 10 Career Status Graduate Employment Type Regular Full Time Additional Locations LI-Hybrid Requisition ID 436645 Posted Date Oct 16 2025 Work Area Consulting and Professional Services Career Status Graduate Employment Type Regular Full Time Expected Travel 0 - 10 Location Bangalore KA IN 560066 Job alert



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