Digital Customer Engagement Manager - Mississauga, Canada - HCL Technologies

HCL Technologies

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

This is SAP Customer Engagement Manager position which is elevated role as per career progression/ path for SAP Basis consultant who would like to become SDM/ Account Manager/ Service Manager in their career journey.

Primary role/ responsibility for this role is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP RISE Platform.

- dCEM is primary SPOC for RISE customers and will engage with customers on regular basis to provide guidance about their SAP Landscape functioning OR any maintenances (planned/ unplanned)

DCEM team member works very closely with SAP IAE, CAA, TSM, CDM teams to ensure Customer has all necessary guidance, information needed for their SAP Landscape functioning & planning (Refer detailed Roles & Responsibilities below)
SAP RISE Platform offers all latest SAP Technologies (Products) with options for customer to select their own Hyperscaler (AWS, Azure or GCP).
This role is Customer facing and will require to join meetings, answer technical queries from customer team & present assessments.
Since it is an Engagement Manager role so there is no expectation from the resource to perform any handson work.

Technical Skill Set required to perform above tasks:

Technical expertise in SAP Basis area with minimum of 5+ years of experience.
2+ Cloud knowledge (e.g. through Solution Management, Consulting and/or Delivery Program management).
Good understanding & handson experience required in S/4 HANA Application & HANA database.
Experience in SAP Upgrade & Migration (OS/DB) is mandatory.
Experience in SaaS products (Ariba, Salesforce, C4S etc.) integration with SAP Landscape is plus.
Handson experience in any of hyper scaler (AWS/ Azure/ GCP) is needed.

Scope for the career

Have a scope of learning new technologies on SAP Products (S/4HANA, HANA Database, MDG, SaaS Products (Ariba, Salesforce etc.) & Cloud (AWS, Azure OR GCP)
Will have access to all SAP internal training & learning materials to gain knowledge in latest technologies.
Will gain exposure to all latest build architectures in one single place/ position which will be valuable/ useful in future. _Generally this exposure is not available in any regular SAP Basis position._
Will not be assigned/ dedicated to one single customer but will engage with Multiple customers in various Industries to gain knowledge about different SAP Landscape setups, Delivery processes & Challenges.
Will rotate in different internal SAP dCEM CoE (Migrations, Upgrade, Escalation, Go-Live etc.)

Key tasks comprise the following:

Technical Architecture, Landscape issues/ queries guidance to end customers.
Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
Contributes to onboarding/transitioning customers to SAP ENTERPRISE CLOUD SERVICES
Orchestrates the overall service/project delivery according to planned scope, budget, and milestones
Supports in deescalations of critical customer situations
Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable
Contributes to customer release and maintenance activities
Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise
Executes and supports problem management and continuous improvement
Contributes to the liaison with different SAP 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.
Systematic and faster onboarding of associates: mandatory trainings documentation
Enable continuous delta KTs on new topics and refresher sessions.

Experience: