SAP Basis - Customer Engagement Manager with German
2 days ago Be among the first 25 applicants
Overview
This role is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP. The digital Customer Engagement Manager (dCEM) will work with SAP Enterprise Cloud Services, primarily focusing on SAP S/4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing to continuous service delivery, release and maintenance project initiation, change management and renewal support. The CEM maintains customer satisfaction through issue mitigation, escalation management and helps customers maximize their partnership value. The CEM works with Project Leads and internal delivery teams to manage technical and engagement aspects across the lifecycle and supports operations and the service lifecycle.
What You'll Be Doing

Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
Initiates digital service kickoff for customers
Ensures periodic service reviews to track service quality across customers
Contributes to onboarding/transitioning customers to SAP Enterprise Cloud Services
Orchestrates overall service/project delivery according to planned scope, budget, and milestones
Supports de-escalation of critical customer situations
Supports critical customer situations with Major Incident Management, SAP Enterprise Cloud Services Customer Office teams and SAP Product Support
Executes technical feasibility studies and solution reviews (if applicable)
Contributes to customer release and maintenance activities
Supports customers on technical requirements throughout their lifecycle within scope of engagement
Executes and supports problem management and continuous improvement
Supports customer satisfaction surveys
Reviews SLA service credit cases
Supports commercial change requests
Contributes to liaison with SAP stakeholders, e.g., Virtual customer success partner, to ensure customer success
Reviews account status and analyzes if account should transition to another team based on growth or complexity
Document Structured Knowledge: procedures for Supplier derived from SAP processes, reviewed and signed off by SAP
Facilitates systematic and faster onboarding of associates, mandatory training documentation
Assesses current skill level and plans competency uplift, report quarterly
Enables continuous delta knowledge transfers on new topics and refresher sessions

What You'll Bring Along

Bachelor's degree in Computer Science, Information Technology, or a related field
Minimum 5‑10 years of experience as SAP technical consultant with 2+ years in a customer‑facing role
Excellent customer focus, networking, relationship building, results‑driven, self‑organized, decision making
Strong knowledge of IT Service Management, SAP Basis and SAP Application
Hands‑on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes and automation tools (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
Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
Understanding of escalation handling and procedures
Experience working with cross‑cultural and cross‑functional teams or individuals
Proficiency in English (written and verbal); additional local languages are a plus
Hands‑on experience with SAP HEC, SAP S/4HANA or any other cloud solution
Hands‑on experience with infrastructure operations, network, interfaces and Load Balancer topics
Strong technical troubleshooting skills with ability to form big picture quickly before designing solution path
Knowledge of/certification in one of Azure, AWS or GCP fundamentals
Experience with Migration, Upgrade projects, especially on S/4H Cloud
Excellent command of spoken and written English and German

Seniority level
Mid‑Senior level
Employment type
Contract
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
Location: Ro, Emilia‑Romagna, Italy.
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