Digital Customer Engagement Manager - SAP Basis, Project Management

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.      What you'll Build:   The digital Customer Engagement Manager (dCEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Global cloud operations, mainly focusing on SAP S/4HANA, private cloud edition deliverables.  This role will primarily focus on customer onboarding scenarios, including system migrations and conversions from SAP ECC to SAP S/4HANA within the SAP private cloud landscape. The dCEM acts as the customer ambassador and primary point of contact, orchestrating migration projects, onboarding activities, and ongoing service delivery while ensuring customer satisfaction and successful adoption of RISE with SAP. The role requires strong SAP technical and migration expertise, combined with customer engagement and project management capabilities, to guide customers through complex cloud transformation journeys into the RISE with SAP. The dCEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, migration activities, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The dCEM 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 dCEM manages a variety of technical and engagement aspects during the various phases of a range of customer’s lifecycle. They will work in seamless collaboration with sales & pre-sales team and, SAP Global cloud operations 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.  In this role, you will be responsible for driving successful onboarding of customers transitioning to SAP Global Cloud Operations, particularly those undergoing On-premise to Cloud migrations, ECC to S/4HANA conversions and RISE with SAP transformation programs. You will collaborate closely with SAP sales, presales, migration factories, delivery teams, and customer stakeholders to ensure successful execution of migration projects and stable post-go-live operations. Key tasks comprise the following:

Supports sales to delivery handover and supervise the delivery of services outlined in the customer contract. Orchestrate customer onboarding and migration activities for Brownfield customers moving to SAP Private Cloud Environment. Support downtime optimized migration strategies and coordinate with technical delivery teams to ensure minimal disruption to customer business operations. Orchestrates the overall service/project delivery according to planned scope, budget, and milestones. Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Global Cloud Operations Customer Escalation Team and SAP Product Support, as applicable. Supports customers on technical requirements throughout their lifecycle within the SAP Global Cloud Operations scope of engagement. Monitor project milestones, delivery timelines, and key risks to ensure successful project execution. Support customer satisfaction surveys (CSAT)

5 - 7 years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc.) Hands on experience