Tittle : Client Delivery Manager - SAP Basis
Location: Remote - Canada
Skills Set Required:
- 5-7 Years Experience in SAP Basis Domain
- Customer Facing Experience (2-3 Years)
- Knowledge of SAP Products & Services (RISE, S/4HANA, BTP, HANA Database, SaaS Solutions)
- Hands-on experience in Upgrades, OS/DB migration, Cloud is preferred
Key Responsibilities –
- Owns, develops and supports growth of the client relationship for SAP ECS
- Voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement
- Fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed
- Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
- For Premium Partner delivered accounts, the CDM requires a technical and project management understanding
- Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e.g., Industry AEs and others)
- Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
- Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.
- Drives Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit
- Drives Digital Transformation Success – aligns services to client’s transformation strategy and goals
- Expected to spend most of the time on sustainable account management (e.g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery
- Optionally supports SAP Sales team during pre-sales phase with advice and experience from the field with the goal to craft sustainable engagements
- Expected to spend up to 20% of time onsite at client location