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Sap basis customer engagement manager

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NTT DATA

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Location:
Romania , Cluj

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Customer Engagement Manager role focuses on overseeing the customer lifecycle for SAP Cloud Customers, particularly with SAP S/4HANA. The position requires a bachelor's degree in Computer Science or Information Technology and 5-10 years of experience in SAP consulting, with a strong emphasis on customer engagement and technical support. Candidates should possess excellent communication skills in English, with additional languages being a plus. The role involves managing customer satisfaction, service delivery, and collaboration with internal teams.

Job Responsibility:

  • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kick off for customers
  • Ensures periodic service reviews to track the service quality across a range of customers
  • 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 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. 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
  • Structured Knowledge Documentation: the working procedures for Supplier - derived from the processes maintained by SAP - will be documented by the Supplier, reviewed and signed off by SAP and be fully part of the managed services orchestration
  • Systematic and faster onboarding of associates: mandatory trainings documentation
  • Assess the current skill level and plan for competency uplift: report to be shared on a quarterly basis
  • Enable continuous delta KTs on new topics and refresher sessions

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum 5-10 years of experience as SAP technical consultant with 2+ years in customer facing role (consulting, IT support, 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
  • Proficiency in English (Written and verbal), additional (local) languages are plus
  • Excellent command of both spoken and written English and German

Nice to have:

  • Good understanding of SAP Enterprise Cloud Services operations infrastructure, processes and automation tools like SPC, TIC etc.
  • Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • Hands-on experience with infrastructure operations, network, interfaces and Load Balancer topics
  • Knowledge of/certification in one of Azure, AWS or GCP fundamentals
  • Experience with Migration, Upgrade projects esp. on S/4H Cloud
What we offer:
  • Smooth integration and a supportive mentor
  • Pick your working style: choose from Remote, Hybrid or Office work opportunities
  • Projects have different working hours to suit your needs
  • Sponsored certifications, trainings and top e-learning platforms
  • Private Health Insurance
  • Individual coaching sessions or joining our accredited Coaching School
  • Epic parties or themed events

Additional Information:

Job Posted:
February 16, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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