Digital Customer Engagement Manager (dCEM)

Please, submmit your resume in English. Only resumes in English will be considered.

This position requires you to commit to out hybrid-work model and you'll be expected to be at Confidencial (Apenas para Cadastrados) office 3x a week.

The Confidencial (Apenas para Cadastrados) Global Cloud Operations (GCO) organization is a business unit responsible for providing cloud hosted infrastructure and application management services to Confidencial (Apenas para Cadastrados) customers around the world in a 24x7 operations model. Our portfolio of private cloud solutions turns Confidencial (Apenas para Cadastrados) products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one Confidencial (Apenas para Cadastrados). The portfolio is at the center of the Confidencial (Apenas para Cadastrados) strategy to help customers on their journey to use Confidencial (Apenas para Cadastrados) S/4HANA and become an Intelligent Enterprise.

As part of ECS, the Confidencial (Apenas para Cadastrados) GCO Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.

Because we are at the heart of the Confidencial (Apenas para Cadastrados) strategy, our business unit is growing rapidly. In order to facilitate that growth, we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world. You will become part of a great team of smart technical and customer engagement professionals, where there are great opportunities for growth and there is tremendous potential for specialized development of your skills.

The Role

The digital Customer Engagement Manager (dCEM) is responsible for end to end customer engagement and delivery of contractual agreement and services for Confidencial (Apenas para Cadastrados) Cloud Customers of Confidencial (Apenas para Cadastrados) Global Cloud Operations, mainly focusing on Confidencial (Apenas para Cadastrados) S/4HANA, private cloud edition deliverables.

The dCEM oversees the customer lifecycle from the moment of contract signing, particularly 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 Confidencial (Apenas para Cadastrados). 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 Project Leads (PL) and Confidencial (Apenas para Cadastrados) Enterprise Cloud Services 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.

Key tasks comprise the following:

• Supports sales to delivery handover and customer onboarding to Confidencial (Apenas para Cadastrados) GCO

• Initiates digital service kick off for customers

• Contributes to onboarding/transitioning customers to GCO

• Supports in de-escalations of critical customer situations

• Supports critical customer situations in conjunction with Major Incident Management (MIM), Confidencial (Apenas para Cadastrados) GCO Customer Office teams and Confidencial (Apenas para Cadastrados) Product Support, as applicable

• Executes technical feasibility studies / solution reviews (if applicable)

• Contributes to customer release and maintenance activities

• Supports customers on technical requirements throughout their lifecycle within the Confidencial (Apenas para Cadastrados) GCO scope of engagement

• Executes and supports problem management and continuous improvement

• Support customer satisfaction surveys

• Reviews SLA service credit cases

• Supports commercial change requests

• Contributes to the liaison with different Confidencial (Apenas para Cadastrados) stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success

• Supports in reviewing account status and analyzing if account needs to be transitioned to another team, based on growth in volume or complexity of the account overtime.

Role Requirements

• Engineering graduate with relevant work experience as Confidencial (Apenas para Cadastrados) technical consultant with experience in a customer facing role (consulting, IT support, IT services etc.)

• Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making

• Individual in this role is expected to deliver ‘Effective customer communication’ using digital mediums to achieve high customer satisfaction.

• Strong knowledge of IT Service Management, Confidencial (Apenas para Cadastrados) Basis and Confidencial (Apenas para Cadastrados) Application

• Hands on experience with Confidencial (Apenas para Cadastrados) Basis activities, Confidencial (Apenas para Cadastrados) release upgrades and infrastructure updates for cloud customers is mandatory

• Good understanding of GCOs operations infrastructure, processes and automation tools like SPC, TIC etc. is a plus

• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus

• Cloud architecture and IT technical infrastructure know-how

• Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

• Understanding of escalation handling and procedures

• Experience in working with cross-cultural and cross-functional teams or individuals

• Proficiency in English (Written and verbal) is mandatory, additional (local) languages are plus