Job Description:

A Digital Customer Engagement Manager (dCEM) at SAP is a specialized role focusing on the end-to-end (E2E) customer journey for cloud services, particularly for RISE with SAP and S/4HANA Private Cloud. They act as the primary technical liaison, orchestrating onboarding, system migrations, maintenance, and escalation management, while driving high customer satisfaction and adoption. Key Responsibilities Customer Onboarding & Migration: Orchestrate Brownfield migration projects from ECC to SAP Private Cloud, coordinating technical teams. Technical Advisor: Act as the trusted advisor for SAP landscape architecture, upgrades, and maintenance. Service Delivery: Manage contract deliverables, technical support, and the service lifecycle. Escalation & Risk Management: Handle critical situations and high-priority incidents in collaboration with Major Incident Management (MIM). Customer Success: Maintain high CSAT (Customer Satisfaction Survey) scores by proactively addressing operational and technical needs. Required Skills and Experience SAP Basis Expertise: Strong knowledge of SAP Basis, HANA Database, and SAP S/4HANA Application. Experience: Usually requires 5-7+ years of experience in SAP technical roles, specifically with upgrades and migrations. Cloud Knowledge: Experience with SAP HEC, SAP S/4HANA Private Cloud, or hyperscalers like AWS, Azure, or GCP. Soft Skills: Strong communication, stakeholder management, and customer-facing skills. What Makes the Role Unique? Unlike traditional SAP Basis roles, the dCEM focus is on engagement, strategic advice, and orchestration rather than day-to-day hands-on system administration. They work directly with clients to guide them through their cloud migration journey.

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