Client Engagement Manager-SAP

4 weeks ago

Canada HCLTech Full time

SAP dCEM (Digital Customer Engagement Manager)

  • This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey. Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.
  • dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)
  • DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
  • SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
  • This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
  • Since it is an Engagement Manager role so there is no expectation from the resource to perform any hands-on work.

Technical Skill Set required to perform above tasks:

  • Technical expertise in SAP Basis area with minimum of 5+ years of experience.
  • 2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management).
  • Good understanding & hands-on experience required in S/4 HANA Application & HANA database.
  • Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
  • Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
  • Hands-on experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.

Scope for the career

  • Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)
  • Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies.
  • Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future. Generally this exposure is not available in any regular SAP Basis position.
  • Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges.
  • Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)

Key tasks comprise the following:

  • Technical Architecture, Landscape issues/ queries guidance to end customers.
  • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
  • 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
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise
  • Executes and supports problem management and continuous improvement
  • 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 analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.
  • Systematic and faster onboarding of associates: mandatory trainings documentation
  • Enable continuous delta KTs on new topics and refresher sessions.

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