SAP dCEM - Digital Customer Engagement Manager

November 14, 2024

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Axiom Software Solutions Limited

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Axiom Software Solutions Limited is a global information technology, consulting, and outsourcing company headquartered in London, UK, with offices in Noida, India. With over 20 years of IT experience, Axiom specializes in delivering digital solutions, technology consulting, and recruitment services across various industries including Banking & Financials, Healthcare, and Media & Telecom. Their expertise includes a wide range of technologies such as SAP, Oracle, Salesforce, and AWS, providing clients with tailored IT solutions to enhance operational efficiency and achieve business goals. Axiom prides itself on its ability to deliver cost-effective, adaptable solutions and has a significant track record of success with a wide professional network and talent pool to support diverse global needs.

201 - 500 employees

Description

• Role - SAP dCEM (Digital Customer Engagement Manager) • C1 German speaking • Remote Germany • Mode – B2B Rolling Contract • 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. • 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.

Requirements

• 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 • 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.

Benefits

• Work From Home