VJ-315 Sap Basis Customer Engagement Manager - Analyst

VJ-315 Sap Basis Customer Engagement Manager - Analyst

28 dic
|
Accenture
|
Almería

28 dic

Accenture

Almería

The Customer Engagement Manager (CEM) 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 CEM 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 CEM 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 CEM manages a variety of technical and engagement aspects during the various phases of a range of customers 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



Ensures periodic service reviews to track the service quality across a range of customers



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



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



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 analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.



Structured Knowledge Documentation:

the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration.



Systematic and Confidencial onboarding of associates:

mandatory trainings documentation



Assess the current skill level and plan for competency uplift:

report to be shared on a quarterly basis



Enable continuous delta KTs on new topics and refresher sessions

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