This role is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP. The digital Customer Engagement Manager (dCEM) works with Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA and private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing, covering onboarding, continuous service delivery, release and maintenance project initiation, change management and renewal support for a range of customers. The CEM maintains customer satisfaction through issue mitigation and escalation management, while helping customers maximize the value of their partnership with the client. The CEM manages a variety of technical and engagement aspects during the various phases of a customer's lifecycle and collaborates with Project Leads and SAP Enterprise Cloud Services internal delivery teams for committed scope delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle.

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What You'll Be Doing
- 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 and 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 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

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