Customer Engagement Manager

Position: Digital Customer Engagement Manager (SAP Enterprise Cloud Services) B2B / Freelancer Contract

Location: Remote open to candidates based in Romania

Role Overview

We are recruiting two experienced Digital Customer Engagement Manager (dCEM) to support SAP Enterprise Cloud Services (ECS) customers, with a strong focus on SAP S/4HANA Private Cloud Edition.

In this role, you will oversee the full customer engagement lifecyclefrom contract signature through onboarding, continuous service delivery, release management, and renewal support. Acting as the customers trusted advisor, you will ensure satisfaction, resolve escalations, and maximize the value of their SAP partnership. The ideal candidate brings a blend of technical SAP expertise, service delivery experience, and exceptional communication skills, including fluency in either German or Spanish, mandatory requirement for this position.

You will collaborate closely with SAP Project Leads, ECS delivery teams, and cross-functional stakeholders to orchestrate smooth service execution and support long-term customer success.

Key Responsibilities

• Manage end-to-end customer engagement and service delivery for SAP ECS customers.

• Support the transition from sales to delivery, ensuring smooth customer onboarding and service kickoff.

• Coordinate digital service kickoffs and establish service governance frameworks.

• Conduct regular service reviews to monitor performance, quality, and satisfaction across multiple customer accounts.

• Orchestrate service and project delivery within planned scope, timelines, and budget.

• Manage and de-escalate critical customer situations, collaborating with SAP Major Incident Management (MIM) and Product Support teams.

• Support customer release and maintenance cycles, ensuring minimal disruption and optimal delivery.

• Provide guidance on technical requirements and SAP infrastructure operations throughout the customer lifecycle.

• Execute and support problem management, root cause analysis, and continuous improvement initiatives.

• Review SLA adherence, service credit claims, and commercial change requests.

• Collaborate with SAPs Virtual Customer Success Partners and other stakeholders to drive successful outcomes.

• Assess account growth, complexity, and determine appropriate transition planning.

• Document operational processes, procedures, and best practices for consistency and compliance.

• Support onboarding, skills assessment, and knowledge transfer activities for delivery associates.

• Promote structured knowledge documentation, continuous training, and competency development.

Required Skills & Experience

• Bachelors degree in Computer Science, Information Technology, or a related technical field.

• 5-10 years of experience as an SAP Technical Consultant, with at least 2 years in a customer-facing service delivery or consulting role.

• Strong understanding of SAP Basis, SAP Application, and Enterprise Cloud Services (ECS).

• Hands-on experience with SAP release upgrades, S/4HANA migrations, and infrastructure updates.

• Knowledge of SAP HEC, SAP S/4HANA, or related cloud solutions.

• Understanding of cloud architectures, networking, and infrastructure operations.

• Proficiency in IT Service Management (ITSM) and familiarity with ITIL and Project Management frameworks.

• Experience managing customer escalations, service reviews, and performance tracking.

• Strong technical troubleshooting and analytical skills to assess complex issues.

• Familiarity with automation tools such as SPC and TIC (advantageous).

• Working knowledge of Azure, AWS, or GCP fundamentals (certifications preferred).

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

• Excellent communication, relationship-building, and stakeholder management abilities.

• Proven ability to work effectively across cross-functional and multicultural teams.

• Fluency in either German or Spanish is mandatory.

Preferred Qualifications

• ITIL, Lean, or Project Management certifications.

• Experience with enterprise-scale SAP operations and managed cloud delivery environments.

• Exposure to SAP ECS processes, infrastructure tooling, and service automation.

• Track record of successful customer relationship management in large or complex accounts.

Contract Type

• Engagement Model: B2B / Freelancer

• Location: Fully Remote (RO)

• Language Requirement: Fluency in German OR Spanish is essential for this role.