SAP Basis Consultant/ SAP Basis Customer Engagement Manager

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

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HCL

Customer Engagement Manager

The Customer Engagement Manager (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables. The CEM 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 initiation for a range of customers. The CEM 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 CEM manages a variety of aspects during the various phases of a range of customers lifecycles from a technical perspective. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery and resolve technical complexities 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 SAP Enterprise Cloud Services

• Facilitates service kick off for customers

• Ensures periodic service reviews to track the service quality across a range of customers

• Contributes to onboarding/transition projects

• Contributes to the overall service/project delivery according to planned scope, budget, and milestones

• Supports in de-escalations 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

• 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 SAP Enterprise Cloud Services 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 SAP stakeholders, esp. (Digital) Customer Engagement Executives involved in the accounts, to ensure success and integration of the customer

• 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 minimum 4+ years of work experience in customer facing role (consulting, IT services etc.)

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

• Strong knowledge of IT Service Management, SAP Basis and SAP Application

• Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers

• Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals are 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 Indonesian and English (Written and verbal), additional (local) languages are plus

Why Us

• We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees
• Our company is extremely diverse with 165 nationalities represented
• We offer the opportunity to work with colleagues across the globe
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark

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