SAP dCEM (Digital Customer Engagement Manager) Technical Skill Set required to perform above tasks: Advanced english 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.
