SAP dCEM / SAP Digital Customer Engagement Manager / SAP Customer Relationship Manager

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)

Skills

SAP DCEM
SAP Customer Engagement
SAP Basis
SAP S/4HANA
Azure
AWS
GCP
IT Service Management
HA/DR
ECS Operations
SPC
TIC
SAP Release Upgrades
Infrastructure Updates
VPN Setup
Load Balancer Configuration
SLA Management
KPI Monitoring
Problem Management
Continuous Improvement
Escalation Handling
Customer Satisfaction
Stakeholder Collaboration
ITIL
Lean Fundamentals
Cloud Architecture
Project Management

Job Details

Job Title: SAP dCEM / SAP Digital Customer Engagement Manager / SAP Customer Relationship Manager

Location: Remote, USA

Duration / Term: Long-Term Contract

Job Description

We are seeking a highly skilled and customer-focused SAP Digital Customer Engagement Manager (DCEM) to lead end-to-end engagement and service delivery for SAP S/4HANA Private Cloud customers. The ideal candidate will have deep technical expertise in SAP Basis, SAP S/4HANA, and cloud platforms such as Azure, AWS, and Google Cloud Platform, along with strong knowledge of IT Service Management, HA/DR strategies, and ECS operations. This role demands exceptional communication, stakeholder management, and escalation handling capabilities to ensure high customer satisfaction and seamless service delivery.

Key Responsibilities

End-to-End Customer Engagement

  • Manage full lifecycle engagement for SAP S/4HANA Private Cloud customers
  • Support onboarding, infrastructure setup (IP ranges, VPN, load balancers), and daily operations
  • Facilitate DR external testing and validation activities
  • Bridge customer queries with SAP technical operations teams

Service Delivery & Support

  • Orchestrate service delivery aligned with SLAs and KPIs
  • Provide technical guidance across SAP Basis, upgrades, and maintenance cycles
  • Monitor support tickets, drive issue resolution, and ensure transparent communication
  • Execute problem management and continuous improvement initiatives
  • Handle commercial service requests and change management

Escalation & Satisfaction Management

  • Mitigate issues and manage escalations in collaboration with MIM and SAP support teams
  • Conduct customer satisfaction surveys and SLA credit reviews
  • Maximize customer value through proactive engagement and support

Stakeholder Collaboration

  • Liaise with Sales, Presales, Renewals, CSPs, and ECS delivery teams
  • Review account status and recommend transitions based on complexity or growth
  • Ensure alignment across cross-functional and cross-cultural teams

Qualifications & Experience

  • Bachelor s degree in Engineering, Computer Science, or related field
  • Minimum 2 years in a customer-facing role (consulting, IT support, services)
  • Strong background in SAP technical consulting, especially SAP Basis and S/4HANA
  • Hands-on experience with SAP release upgrades, infrastructure updates, and cloud platforms
  • Familiarity with ECS operations, SPC, TIC, and automation tools
  • Proficiency in ITIL, Lean Fundamentals, project management, and cloud architecture
  • Excellent communication, decision-making, and relationship-building skills

Key Skills (Single-Line Format)

SAP DCEM, SAP Customer Engagement, SAP Basis, SAP S/4HANA, Azure, AWS, Google Cloud Platform, IT Service Management, HA/DR, ECS Operations, SPC, TIC, SAP Release Upgrades, Infrastructure Updates, VPN Setup, Load Balancer Configuration, SLA Management, KPI Monitoring, Problem Management, Continuous Improvement, Escalation Handling, Customer Satisfaction, Stakeholder Collaboration, ITIL, Lean Fundamentals, Cloud Architecture, Project Management

VDart Group is a global leader in technology, product, and talent solutions, serving clients including Fortune 500 companies across 13 countries. With over 4,000 professionals, we deliver innovation and results across industries. Committed to People, Purpose, and Planet, we are recognized for our sustainable practices through our EcoVadis Bronze Medal and UN Global Compact membership.

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