SAP Basis Consultant / SAP Basis Customer Engagement Deputy Manager

SAP Basis Consultant / SAP Basis Customer Engagement Deputy Manager

We are HCLTech, a large technology company with 219,000+ employees across 54 countries, delivering digital, engineering and cloud solutions.

The Customer Engagement Manager (CEM) is responsible for end-to-end customer engagement and delivery of contractual services for SAP Enterprise Cloud Services, focusing on SAP S / 4HANA, private cloud edition deliverables. The CEM oversees the customer lifecycle from contract signing through onboarding, ongoing service delivery, release and maintenance project initiation, change management and renewal initiation. The CEM maintains customer satisfaction through issue mitigation and escalation management and helps customers maximize the value of their partnership with SAP. The role involves collaboration with Project Leads and SAP internal delivery teams to resolve technical complexities and provide expert operations support across the service lifecycle. Key tasks include :

• Supports sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Facilitates service kickoff for customers
• Ensures periodic service reviews to track service quality across customers
• Contributes to onboarding / transition projects
• Contributes to overall service / project delivery according to scope, budget, and milestones
• Supports in de-escalations of critical customer situations
• Supports critical customer situations with Major Incident Management, SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
• Executes technical feasibility studies / solution reviews (as applicable)
• Contributes to customer release and maintenance activities
• Supports customers on technical requirements throughout the lifecycle within the SAP Enterprise Cloud Services scope
• Executes and supports problem management and continuous improvement
• Contributes to liaison with SAP stakeholders to ensure customer success and integration
• Supports review of account status and determines if an account should be transitioned to another team due to growth

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