Digital Customer Engagement Manager

2 weeks ago


Bengaluru, India SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now

Summary:
The charter of Private Cloud Customer Centre is to ensure seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This Shared Services unit shall ensure an innovative and standardized digital approaches towards managed services delivery of contracted responsibilities towards the customers, by focusing on scalability and resilience. 

The Role:
The Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual 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. This role is to serve the European customers and therefore requires the candidate to perform in European time-zone. • Drives Sales to delivery handover and customer onboarding, covering all technical and project aspects like IP ranges, Load Balancer setup requirements, VPN networks and more.
• Support tickets handling, bridging customer queries and requirements from technical operations team.
• Ensures periodic service reviews to track the service quality across a range of customers.
• Orchestrates the overall service delivery according to agreed SLAs and KPIs. 
• Supports customers on technical queries & requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement.
• Proactive ticket monitoring, handling and issue resolution for customers with regular and transparent communication. 
• Supports de-escalations of critical customer situations & reviews SLA service credit cases.
• Contributes to customer Go-Lives, Release Upgrade and maintenance activities. 
• Executes and supports problem management and continuous improvement.
• Supports customer satisfaction surveys & commercial change requests.
• Contributes to the liaison with different SAP stakeholders e.g. Sales, Presales, Renewals teams, esp. Customer success partner involved in the accounts, to ensure customer success.


Roles and Responsibilities:
• Work in European time-zone

• Engineering graduate with 6+ years of work experience as a SAP technical consultant in a customer facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support).
• Strong knowledge of SAP Basis, SAP ERP modules and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle.
• Strong hands-on experience with SAP Basis activities, technical support in Cloud environments esp. with hyperscalers, OS/DB migration SAP release upgrades and infrastructure updates for cloud customers.
• Technical and application expertise for different cloud solutions (S/4HANA or another private cloud)
• Database Administrator ->  provides professional expertise and practical assistance in terms of database system management and IT data use in order for them to comply with the IT requirements at any time throughout lifecycle, pursuant to the defined quality criteria 
• Good understanding of infrastructure operations & processes and understanding of escalation handling and procedures.
• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making skills.
• Experienced in working with cross-cultural and cross-functional teams or individuals


#SAPECSCareers #ICC24 #PC3EURIND



  • Bengaluru, India Blue Yonder Full time

    OverviewA Digital Customer Success Manager (DCSM) ensures customers and Blue Yonder get value from their partnership through tech-assisted 1: Many customer success engagements. As a Digital CSM, you will use analytics, automation, self-serve resources, and outbound channels to manage digital outreach and establish and maintain customer relationships...


  • Bengaluru, India SAP Full time

    What you’ll do The Digital Customer Engagement Manager (dCEM) is responsible for E2E virtual 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. This role is to serve the European customers and therefore...


  • Bengaluru, India Rediant HR Management Full time

    Interact with customers, identify their needs, and suggest new products and services that suit their interests. Interact with the customers and take their feedback regularly. Contribute to engagement ideas on the company’s social media pages. Collaborate with different teams and monitor all aspects of the project, including communication, technology,...


  • Bengaluru, India SAP Full time

    We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...


  • Bengaluru, India SAP Full time

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...


  • Bengaluru, India SAP Full time

    We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...


  • Bengaluru, India Ethos Full time

    About Ethos Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.  We leverage deep technology and data science to streamline the life insurance process, making it more accessible...


  • Bengaluru, Karnataka, India Ethos Life Full time

    **About Ethos** Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. We leverage deep technology and data science to streamline the life insurance process, making it more accessible...


  • Bengaluru, India SAP Full time

    We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...


  • Bengaluru, India SAP Full time

    We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...


  • Bengaluru, India LeadSquared Full time

    Key Responsibilities:1. Client Relationship Management: - Cultivate strong relationships with clients through regular communication, proactive outreach, and personalized engagement strategies. - Collaborate with the Key Account Management team to understand client goals, preferences, and challenges, and proactively identify opportunities for upselling,...

  • Engagement Manager

    1 week ago


    Bengaluru, India Quest Global Full time

    If you possess prior experience in solution sales and customer relationship development in the energy industry, coupled with technical skills, this role presents an inspiring opportunity for you. Being the first point of contact for the clients, you'll play a crucial role in driving the company's engagement. Your ultimate goal will be to provide customers...

  • Engagement Manager

    1 week ago


    Bengaluru, India Quest Global Full time

    If you possess prior experience in solution sales and customer relationship development in the energy industry, coupled with technical skills, this role presents an inspiring opportunity for you. Being the first point of contact for the clients, you'll play a crucial role in driving the company's engagement. Your ultimate goal will be to provide customers...

  • Engagement Manager

    3 days ago


    Bengaluru, India Quest Global Full time

    If you possess prior experience in solution sales and customer relationship development in the energy industry ( Oil & Gas) coupled with technical skills, this role presents an inspiring opportunity for you. Being the first point of contact for the clients, you'll play a crucial role in driving the company's engagement. Your ultimate goal will be to provide...

  • Engagement Manager

    3 days ago


    Bengaluru, India Quest Global Full time

    If you possess prior experience in solution sales and customer relationship development in the energy industry ( Oil & Gas) coupled with technical skills, this role presents an inspiring opportunity for you. Being the first point of contact for the clients, you'll play a crucial role in driving the company's engagement. Your ultimate goal will be to provide...


  • Bengaluru, India JIGSERV Digital Full time

    Position Overview :We are actively looking for a proficient and seasoned IT & Digital Manager for Quality, New Product Development, Procurement, Packaging functions to become an integral part of our dynamic team.This role as IT Business Partner, will involve closely working with and partnering Business & Functional Heads for these departments. This role will...

  • Engagement Manager

    1 week ago


    Bengaluru, India Quantiphi Full time

    Job Description Role: Associate Engagement Manager Experience Level: 6 to 10 Years Work location: Mumbai/Bangalore Roles & Responsibilities: Client Management: Managing customer communication, relationships and escalation management. Guide the client on technology evaluation, technical thought leadership and direction for data and analytics...


  • Bengaluru, India ASSPL - Karnataka Full time

    Over the past 20 years, Amazon has reinvented on behalf of customers and has become the largest internet retailer and marketplace in the world with over $74 billion in revenue globally. Through our entrepreneurial culture, Amazon has developed new technologies and products (like Echo) and, enterprise services (like Amazon Web Services). Amazon is now...


  • Bengaluru, India ASSPL - Karnataka Full time

    Over the past 20 years, Amazon has reinvented on behalf of customers and has become the largest internet retailer and marketplace in the world with over $74 billion in revenue globally. Through our entrepreneurial culture, Amazon has developed new technologies and products (like Echo) and, enterprise services (like Amazon Web Services). Amazon is now...


  • Bengaluru, India SAP Full time

    We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly...