Digital Customer Engagement Manager

5 months 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

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 5+ 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

 

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 386148  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.
 

  • Regional Standards Engagement Manager

    2 weeks ago

    Greater Bengaluru Area, India UL Standards & Engagement Full time

    Job OverviewWe are seeking a highly skilled Regional Standards Engagement Manager to join our team at UL Standards & Engagement. The successful candidate will play a key role in managing regional standards partnerships and engagements to drive the adaptation of safety standards in international markets.About the RoleThis is an exciting opportunity for a...

  • Customer Engagement Manager

    4 days ago

    Bengaluru, Karnataka, India Actalent Full time

    At Actalent, we're looking for a skilled CUSTOMER ENGAGEMENT MANAGER to join our team. This is an exciting opportunity to drive customer satisfaction and engagement.About the Role:The Customer Engagement Manager will be responsible for managing customer relationships, identifying opportunities to improve customer experiences, and developing strategies to...

  • Digital Engagement Specialist

    2 weeks ago

    Bengaluru, Karnataka, India SAP Full time

    Company OverviewSAP is a leading enterprise software company that helps organizations run better by providing innovative solutions for managing business operations, supply chains, and customer relationships. With over 400,000 customers worldwide, SAP has established itself as a market leader in end-to-end business application software and related...

  • Customer engagement manager

    1 week ago

    Bengaluru, India Quenext Decision Science Technology Pvt Ltd Full time

    Company: Quenext Decision Science Technology Pvt LtdLocation: BangaloreExperience: 3+ years (Preferred experience in the Power Sector)Languages: Proficient in English and KannadaRole OverviewWe are looking for an experienced Customer Engagement Manager to join our team at Quenext Decision Science Technology Pvt Ltd. The ideal candidate will play a pivotal...

  • Customer Engagement Manager

    2 weeks ago

    Bengaluru, India Quenext Decision Science Technology Pvt Ltd Full time

    Company: Quenext Decision Science Technology Pvt Ltd  Location: Bangalore  Experience: 3+ years (Preferred experience in the Power Sector)  Languages: Proficient in English and KannadaRole OverviewWe are looking for an experienced Customer Engagement Manager to join our team at Quenext Decision Science Technology Pvt Ltd. The ideal candidate will play a...

  • Customer Engagement Manager

    2 weeks ago

    Bengaluru, India Quenext Decision Science Technology Pvt Ltd Full time

    Company: Quenext Decision Science Technology Pvt Ltd  Location: Bangalore  Experience: 3+ years (Preferred experience in the Power Sector)  Languages: Proficient in English and Kannada Role Overview We are looking for an experienced Customer Engagement Manager to join our team at Quenext Decision Science Technology Pvt Ltd. The ideal candidate...

  • Digital Marketing Strategist

    1 week ago

    Bengaluru, Karnataka, India Livspace Full time

    Livspace, Asia's largest and fastest-growing omnichannel home interiors and renovation platform, is seeking a skilled Digital Marketing Strategist - Customer Engagement & Retention to join its team in Bangalore.The ideal candidate will have 5+ years of experience in marketing automation and lead nurturing for a lead-based business. They will be responsible...

  • Customer Engagement Specialist

    2 weeks ago

    Bengaluru, Karnataka, India SAP Full time

    About SAPSAP is a global technology company that helps over 400,000 customers around the world work together more efficiently and make better decisions using business insight. Our portfolio includes end-to-end business application software, database, analytics, intelligent technologies, and experience management solutions.We believe in unleashing all talent...

  • Digital Customer Success Manager

    1 month ago

    Bengaluru, Karnataka, India Aspen Technology Full time

    The driving force behind our success has always been the people of AspenTech. We're driven by 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'll experience these qualities of passion, pride and aspiration in many ways — from a rich set of career...

  • Customer Engagement Manager

    2 weeks ago

    Bengaluru, Karnataka, India WizKlub Learning Pvt Ltd Full time

    We are looking for skilled professionals to join our team at WizKlub Learning Pvt Ltd. The company is based in Koramangala, Bangalore, and offers a unique opportunity to work with innovative thinkers.The successful candidate will be responsible for managing a set of student accounts, meeting monthly retention and revenue targets, tracking student performance...

  • Customer Engagement

    3 months 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,...

  • Customer Engagement Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Osmosys Software Solutions Pvt. Ltd. Full time

    At Osmosys Software Solutions Pvt. Ltd., we are looking for a skilled Candidate to join our team as a Customer Acquisition Specialist.About the Role:We require an experienced sales professional to drive business growth by generating engagement with new customers and strategic partners in Canada and/or UK. The successful candidate will be based in our...

  • Digital Community Engagement Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Ctruh Full time

    Job Title: Digital Community Engagement SpecialistEstimated Salary: $55,000 - $80,000 per annumLocation: Bangalore, IndiaAt Ctruh Technologies, we're on the lookout for a skilled Community Manager to lead our digital community engagement efforts.Company Overview:Ctruh Technologies is a pioneering company in 3D digital experiences, working with clients...

  • Digital Engagement Strategist

    2 weeks ago

    Bengaluru, Karnataka, India LWYD Interactive Full time

    Role Overview:We are seeking a highly skilled Digital Engagement Strategist to join our dynamic marketing team at LWYD Interactive. As a key member of our team, you will be responsible for developing and executing comprehensive social media strategies that drive engagement and brand awareness across various platforms.

  • Customer Success Management Digital Touch Manager

    5 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...

  • Customer Engagement Associate

    6 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...

  • Digital Community Engagement Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Lilly Full time

    We are seeking a highly motivated Digital Community Engagement Specialist to join our team at Lilly. The ideal candidate will have a proven track record in customer service and a deep understanding of social media platforms.In this role, you will be responsible for maintaining a positive and engaged online presence for Lilly and our brands. This includes...

  • Chief Customer Engagement Strategist, Digital Partnerships

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - BLR 14 SEZ Full time

    About Amazon.comAmazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.Amazon's evolution from Web site...

  • Lead - Customer Engagement

    1 week ago

    Bengaluru, India Akshayakalpa Organic Full time

    Responsibilities: Leadership & Strategy:Develop and implement customer engagement strategies that align with the company’s goals and objectives.Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.Operations Management:Oversee daily customer service operations, ensuring high-quality service...

  • Lead - Customer Engagement

    1 week ago

    Bengaluru, India Akshayakalpa Organic Full time

    Responsibilities: Leadership & Strategy:Develop and implement customer engagement strategies that align with the company’s goals and objectives.Lead, mentor, and manage the customer engagement team, fostering a culture of excellence and continuous improvement.Operations Management:Oversee daily customer service operations, ensuring high-quality service...