Digital Customer Engagement Manager(dCEM)

DIGITAL CUSTOMER ENGAGEMENT MANAGER (dCEM)

City: Remotely from anywhere Argentina/Brazil

Experience: Minimum 3+ yrs

Skills: IT Service Management, SAP Basis, and SAP Applications, SAP HEC, SAP S/4HANA, or any other cloud solution

Role Overview

• Base Location of the candidate: Works emotely from Argentina/Brazil
• Working Hours: Selected candidates will be supporting AMERICAS TIME ZONE (covering EST or CST or PST hours)
• Client: European Client
• Availability: Expected availability should be within 2 weeks of notice period.
• Fully Remote from the base country
• Language Requirements: Portugese and English speaking skills mandatory

Job Description: 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 Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables. The dCEM oversees the customer lifecycle from contract signing, particularly in onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support. The dCEM is also responsible for maintaining customer satisfaction through issue mitigation and escalation management, ensuring customers maximize the value of their partnership with SAP. The role requires collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle and provides expert operational and service lifecycle support.

Key Tasks

• Support sales-to-delivery handover and customer onboarding to SAP Enterprise Cloud Services
• Initiate digital service kick-off for customers
• Ensure periodic service reviews to track service quality across a range of customers
• Contribute to onboarding/transitioning customers to SAP Enterprise Cloud Services
• Orchestrate overall service/project delivery according to planned scope, budget, and milestones
• Support de-escalation of critical customer situations
• Support critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support
• Execute technical feasibility studies/solution reviews (if applicable)
• Contribute to customer release and maintenance activities
• Support customers on technical requirements throughout their lifecycle within SAP Enterprise Cloud Services
• Execute and support problem management and continuous improvement initiatives
• Support customer satisfaction surveys
• Review SLA service credit cases
• Support commercial change requests
• Liaise with different SAP stakeholders, especially Virtual Customer Success Partners involved in the accounts, to ensure customer success
• Review account status and analyze if an account needs to be transitioned to another team, based on growth or complexity over time
• Structured Knowledge Documentation: Document working procedures derived from SAP-maintained processes, reviewed and signed off by SAP as part of managed services orchestration
• Systematic Onboarding: Ensure faster onboarding of associates through mandatory training documentation
• Competency Assessment: Assess current skill levels and plan competency uplift (report shared quarterly)
• Continuous Learning: Enable continuous delta KTs on new topics and refresher sessions

Role Requirements

• Education: Engineering graduate
• Experience: Minimum 4+ years as SAP technical consultant with at least 2+ years in a customer-facing role (consulting, IT support, IT services, etc.)
• Key Competencies:
• Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision-making
• Strong knowledge of IT Service Management, SAP Basis, and SAP Applications
• Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
• Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes, and automation tools (e.g., SPC, TIC)
• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus
• Understanding of Cloud architecture and IT technical infrastructure
• Technical and application expertise for different cloud solutions (minimum HEC & S/4HANA)
• Understanding of escalation handling and procedures
• Experience working with cross-cultural and cross-functional teams
• Proficiency in English (written and verbal); additional languages are a plus

PC3 Delivery Partner Resource Requirement – MUST HAVE SkillsTechnical Skills

• Strong knowledge of IT Service Management, SAP Basis, and SAP Applications
• Hands-on experience with SAP Basis activities, SAP release version upgrades, and infrastructure updates for cloud customers
• Working experience with SAP HEC, SAP S/4HANA, or any other cloud solution
• Hands-on experience with infrastructure operations, network, interfaces, and load balancer topics
• Strong technical troubleshooting skills with the ability to form the big picture quickly before identifying a solution path

Soft Skills

• Excellent customer focus / Networking / Relationship Building / Results-driven / Self-organized / Decision-making
• Excellent communication skills (written and verbal)
• Understanding of escalation handling and procedures with customers while proactively collaborating with internal teams to reach resolution
• Experience in working with cross-cultural and cross-functional teams
• Proficiency in English (written and verbal); additional languages are a plus, e.g., Asian (Chinese, Korean, Japanese) or European (German, French, Italian, Turkish, Portuguese, Russian)

PC3 Delivery Partner Resource Requirement – GOOD TO HAVE SkillsTechnical Skills

• Cloud architecture and IT technical infrastructure know-how
• Knowledge of/certification in Azure, AWS, or GCP fundamentals
• Experience with Migration or Upgrade projects, especially on S/4H Cloud
• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals

Soft Skills / Requirements

• Engineering graduate with a minimum of 4+ years of experience as an SAP technical consultant and 2+ years in a customer-facing role (consulting, IT support, IT services, etc.)

Job Types: Full-time, Contract

Contract length: 12 months

Pay: R$ R$18.00 per hour