Digital Customer Engagement Manager Bucharest

Digital Customer Engagement Manager
Bucureşti
Bucharest, Bucharest, Romania

Role Overview

We are seeking a Digital Customer Engagement Manager (d
CEM) to join our Enterprise Cloud Services team. In this role, you will be responsible for
-
- end customer engagement and delivery of contractual agreements for SAP Cloud Customers, with a primary focus on SAP S/4HANA Private Cloud Edition.

You will manage the customer lifecycle from contract signing to onboarding, continuous service delivery, change management, release and maintenance projects, and renewal support. Acting as the customers trusted advisor, you will ensure smooth service delivery, issue mitigation, and customer satisfaction while helping them maximize the value of their SAP investment.

This role requires close collaboration with Project Leads and SAP Enterprise Cloud Services internal delivery teams to orchestrate seamless service delivery.

Key Responsibilities

• Support
  -
  - delivery handover and customer onboarding into SAP Enterprise Cloud Services.

• Initiate digital service
  - offs and ensure smooth customer transition.

• Manage service quality through periodic service reviews and continuous monitoring.

• Orchestrate service/project delivery in line with agreed scope, budget, and milestones.

• Contribute to customer release and maintenance activities.

• Provide technical guidance and feasibility studies where applicable.

• Manage escalations and support Major Incident Management processes.

• Drive continuous improvement through structured problem management.

• Ensure proper documentation of software solutions and processes (e. g. , Confluence, Zephyr Scale).

• Collaborate with
  - functional SAP teams, ensuring alignment with business and technical goals.

• Support customer satisfaction surveys, SLA reviews, and commercial change requests.

• Mentor customers and internal teams on best practices, standards, and processes.

Requirements

Education & Experience

• Bachelors degree in Engineering, Computer Science, Business Informatics, or related field.

• Minimum 4+ years of experience as an SAP Technical Consultant, with at least 2+ years in a
  - facing role (consulting, IT support, IT services).

Technical Skills Must Have

• 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 other cloud solutions.

• Solid understanding of infrastructure operations, networking, interfaces, and load balancer topics.

• Strong troubleshooting skills with the ability to quickly identify issues and define solutions.

Technical Skills Good to Have

• Knowledge of cloud architecture and IT technical infrastructure.

• Certifications in Azure, AWS, or GCP fundamentals.

• Experience with migration or upgrade projects, especially S/4HANA Cloud.

• Familiarity with Project Management Fundamentals, ITIL, or Lean methodologies.

Soft Skills

• Excellent customer focus, networking, and
  - building skills.

• Strong results orientation,
  - organization, and
  - making ability.

• Exceptional communication skills (written and verbal).

• Experience handling escalations and working across multicultural,
  - functional teams.

• Fluency in English, German or Italian.  

Why Join Us?

• Opportunity to work with
  - edge SAP cloud technologies.

• Play a critical role in shaping customer success and satisfaction.

• Collaborative, international team environment with career growth opportunities.

• Exposure to complex enterprise environments and innovative cloud solutions.