Digital Customer Engagement Manager

4 days ago

Bengaluru, India SAP Full time

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

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.

 

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 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.
  • Work in European time-zone.

What you’ll bring

  • Engineering graduate with 3+ 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

 

Meet the team

The SAP Enterprise Cloud Services (ECS) is building the bridge for SAP customers towards cloud, closely helping them through this transformation. One of the main tasks ECS is offering and providing real-time cloud platform operation, infrastructure and managed services focusing on fast time-to-value at reduced cost and risk. The mission of the Client Delivery Engagement Shared Services unit in ECS is to help our customers adopt the S/4H Private Cloud solution seamlessly and effectively, using standardized and automated delivery approaches by a scalable team engagement and technical roles.

 

#SAPECSCareers

 

​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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 398845  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

  • Associate Digital Customer Engagement Manager

    2 months ago

    Bengaluru, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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...

  • Engagement Manager/Digital Marketing Manager

    4 weeks ago

    Bengaluru, India iQuanti Full time

    Location:Bangalore(Hybrid)Education: MBA - Marketing (Tier 1)Kindly note remote opportunity not available.Role:The role manages the client engagements at iQuanti. This individual will manage projects, drive cross functional teams of business specialists, digital marketing solutions, analytics and technology members to achieve client goals. The individual...

  • Customer Engagement

    2 weeks ago

    Bengaluru, India Pinkerton Full time

    Job Summary: The Customer Engagement & Experience Manager, assigned to one of Pinkerton's largest global clients, will be responsible for creating and implementing strategies to continuously improve customer and stakeholder satisfaction. The Manager develops programs and initiatives to ensure a seamless and positive customer journey, drive engagement,...

  • Sr. Manager

    1 month ago

    Bengaluru, India ServiceNow Full time

    Job DescriptionAbout Digital TechnologyWe’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and...

  • Customer Success Management Digital Touch Manager

    3 months ago

    Bengaluru, India Aspen Technology Full time

    The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of...

  • Engagement Manager/Digital Marketing Manager

    4 weeks ago

    Bengaluru, India iQuanti Full time

    Location: Bangalore(Hybrid)Education: MBA - Marketing (Tier 1) Kindly note remote opportunity not available.Role:The role manages the client engagements at iQuanti. This individual will manage projects, drive cross functional teams of business specialists, digital marketing solutions, analytics and technology members to achieve client goals. The individual...

  • Engagement Manager/Digital Marketing Manager

    1 month ago

    Bengaluru, India iQuanti Full time

    Location: Bangalore(Hybrid)Education: MBA - Marketing (Tier 1) Kindly note remote opportunity not available.Role:The role manages the client engagements at iQuanti. This individual will manage projects, drive cross functional teams of business specialists, digital marketing solutions, analytics and technology members to achieve client goals. The individual...

  • Engagement Manager/Digital Marketing Manager

    4 weeks ago

    Bengaluru, India iQuanti Full time

    Location: Bangalore(Hybrid) Education: MBA - Marketing (Tier 1) Kindly note remote opportunity not available. Role: The role manages the client engagements at iQuanti. This individual will manage projects, drive cross functional teams of business specialists, digital marketing solutions, analytics and technology members to achieve client goals. The...

  • Digital Customer Engagement Manager

    2 months ago

    Bengaluru, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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...

  • Customer Engagement Associate

    3 months ago

    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...

  • Engagement Specialist- Customer Success

    3 weeks ago

    Bengaluru, India FYERS Securities Private Limited Full time

    Job Description At FYERS, our mission is “to empower new-age traders & investors with the best-in-class technology and platforms”We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities.Why Join Us:• Immerse yourself in the dynamic world of...

  • Engagement Specialist- Customer Success

    3 weeks ago

    Bengaluru, India FYERS Securities Private Limited Full time

     At FYERS, our mission is “to empower new-age traders & investors with the best-in-class technology and platforms”We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities.Why Join Us:• Immerse yourself in the dynamic world of Capital market...

  • Customer Engagement Executive

    2 weeks ago

    Bengaluru, India THE BARE BAR Full time

    About Us:The Bare Bar is a handcrafted, sustainable beauty and wellness brand committed to simplicity, sustainability, and authenticity. We believe in building genuine relationships with our customers and clients by offering natural, eco-conscious products. We're looking for a proactiveCustomer Engagement Executivewho can help us engage with customers,...

  • Customer Engagement Executive

    3 weeks ago

    Bengaluru, India THE BARE BAR Full time

    About Us:The Bare Bar is a handcrafted, sustainable beauty and wellness brand committed to simplicity, sustainability, and authenticity. We believe in building genuine relationships with our customers and clients by offering natural, eco-conscious products. We're looking for a proactive Customer Engagement Executive who can help us engage with customers,...

  • Customer Engagement Executive

    3 weeks ago

    Bengaluru, India THE BARE BAR Full time

    About Us:The Bare Bar is a handcrafted, sustainable beauty and wellness brand committed to simplicity, sustainability, and authenticity. We believe in building genuine relationships with our customers and clients by offering natural, eco-conscious products. We're looking for a proactive Customer Engagement Executive who can help us engage with customers,...

  • Customer Engagement Executive

    2 weeks ago

    Bengaluru, India THE BARE BAR Full time

    About Us: The Bare Bar is a handcrafted, sustainable beauty and wellness brand committed to simplicity, sustainability, and authenticity. We believe in building genuine relationships with our customers and clients by offering natural, eco-conscious products. We're looking for a proactive Customer Engagement Executive who can help us engage with customers,...

  • Customer Engagement Executive

    4 weeks ago

    Bengaluru, India Blueprint Technologies Pvt Ltd Full time

    The Customer Engagement Executive (CEE) has overall responsibility for the daily management of assigned SAP Cloud customer accounts, including account management strategies as well as engagement and expansion plans to maximize growth potential within these customers, within the portfolio.The focus of this position is twofold, to maximize the value that...

  • Senior Engagement Manager

    1 month ago

    Bengaluru, India Quantiphi Full time

    Quantiphi is an award-winning AI-first digital engineering company driven by the desire to reimagine & realize transformational opportunities at the heart of the business. We are passionate about our customers & obsessed with problem-solving to make products smarter, customer experiences frictionless, processes autonomous & businesses safer. We put together...

  • Digital Customer Success Associate

    3 months ago

    Bengaluru, India Aeries Technology Full time

    Job Id: Aeries/445/23-24 Industry IT-Software / Software Services / testing Location Bangalore Experience Range 3 - 6 Years Qualification Graduate *** **About Us** **About Business Unit** **Roles and Responsibility** Job Description: Digital Customer Success Specialist Position Overview: The Digital Customer Success Specialist is a pivotal role...

  • Associate Customer Engagement Manager

    1 month ago

    Bengaluru, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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...