(建议使用电脑浏览,以获取最佳用户体验。)

SAP Basis Consultant /Digital Customer Engagement Manager

工作地点 Dalian
工作类型 425223
发布时间 2025-04-29T05:06:39Z

职位描述

WHAT YOU'LL DO

 

The digital Customer Engagement Manager (dCEM) 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.
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 Project Leads (PL) 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 customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kick-off for customers
  • 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)
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Executes and supports problem management and continuous improvement
  • Support customer satisfaction surveys
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • 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 analysing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time.
  • Multi-language support for PCE customers worldwide.

 

WHAT YOU'LL BRING

 

  • 5 - 8 years of work experience as SAP technical consultant with 1-2 years in a customer-facing role (consulting, IT support, IT services, etc.)
  • Must have exposure to SAP Basis unless if you have strong language proficiency in Korean, Japanese
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
  • Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers is preferred
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • 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 S/4 HANA, Azure/ AWS /GCP and SAP Application is preferred
  • 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 is a plus
  • Understanding of escalation handling and procedures is a plus
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Proficiency in English (Written and verbal), Japanese and Korean language is plus

 

MEET YOUR TEAM

 

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 in 24*5 model 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 Center 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.

相关培训课程

Explore Fashion Functions and Business Processes in SAP S/4HANA for Fashion and Vertical Business

This learning journey will explain the overall processes and functions for vertical fashion companies covered by SAP S/4HANA for fashion & vertical business.

S/4HANA
Discovering the Basics of SAP S/4HANA Manufacturing

In this course, you will gain a comprehensive understanding of the fundamental manufacturing processes within SAP S/4HANA.

S/4HANA
Performing Overhead Cost Controlling​ in SAP S/4HANA

This learning journey introduces core business processes in Overhead Cost Accounting. This is an initial starting point to get some first experience with cost centers, projects, and (depending on deployment option) internal orders. This learning journey is valid for SAP S/4HANA Cloud, public and private editions as well as on premise.

S/4HANA
Performing Consolidation with SAP S/4HANA Cloud for group reporting

This learning journey will help you use SAP S/4HANA for group reporting to perform consolidation and analyze the consolidated values. The content of this learning journey is also valid for SAP S/4HANA Finance for group reporting. 

S/4HANA
Overview of Financials in SAP S/4HANA
This learning journey will guide you through core financial concepts and business processes in SAP S/4HANA.
S/4HANA