Digital Customer Engagement Manager - Escalations & Exceptions

Digital Customer Engagement Manager – Escalations & Exceptions

The digital Customer Engagement Manager (dCEM) is responsible for end‑to‑end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Global Cloud Operations, mainly focusing on SAP S/4HANA, private cloud edition deliverables. The dCEM oversees the customer lifecycle from the moment of contract signing, including customer onboarding, 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 works in seamless collaboration with Project Leads and SAP Global Cloud Operations internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also prov...