SAP Customer Experience solution Manager
Lead the strategy and deployment of the complete SAP Customer Experience application landscape, driving seamless customer journeys across pre-sales, sales, and after-sales operations.
Skills
About This Role
Overview
1.
Lead the strategy and deployment of the complete SAP Customer Experience application landscape, driving seamless customer journeys across pre-sales, sales, and after-sales operations.
2.
Architect robust integrations between front-end SAP cloud applications and the core SAP S/4HANA backend to optimize end-to-end Lead-to-Cash and Order-to-Cash cycles.
3.
Partner with executive stakeholders to align technical solutions with business goals while managing a team of SAP consultants and cross-functional delivery experts.
SAP SD/CX Solution Execution
- Design, configure, and support SAP SD and CX modules in line with business and customer experience requirements.
- Translate sales and customer journey needs into SAP functional solutions.
- Ensure alignment with SAP best practices and scalable system design.
Order-to-Cash Process Management
- Support end-to-end Order-to-Cash (O2C) processes including order creation, pricing, delivery, and billing.
- Ensure accurate and timely order processing and revenue realization.
- Identify and resolve process inefficiencies and operational gaps.
Customer Experience Enablement
- Enable seamless customer journeys across sales, service, and support touchpoints.
- Support CRM/CX capabilities including customer interactions, case handling, and service processes.
- Improve customer satisfaction through system-driven experience enhancements.
Integration with SAP Modules
- Ensure integration of SAP SD/CX with SAP FI (billing), SAP MM (inventory), and logistics modules.
- Resolve cross-functional issues impacting order fulfillment and customer delivery.
- Support end-to-end transaction flow integrity across systems.
Pricing & Billing Governance
- Configure and maintain pricing procedures, discounts, and billing processes.
- Ensure compliance with commercial policies and revenue recognition requirements.
- Resolve pricing inconsistencies and billing issues.
Change Requests & Enhancements
- Analyze, design, and implement change requests and system enhancements.
- Prepare functional specifications and coordinate with technical teams (ABAP).
- Test and validate system changes before deployment.
System Support & Issue Resolution
- Provide day-to-day support to sales and customer service users.
- Diagnose issues, perform root cause analysis, and implement solutions.
- Ensure minimal disruption to business operations.
Implementation & Project Support
- Support SAP SD/CX implementations, upgrades, and rollout initiatives.
- Participate in UAT, data migration, and go-live activities.
- Ensure successful adoption and system stabilization.
Stakeholder Coordination
- Engage business stakeholders to gather requirements and provide system guidance.
- Align commercial processes with SAP capabilities.
- Collaborate with IT and vendors for effective solution delivery.
Compliance & Controls
- Ensure adherence to internal controls, pricing governance, and audit requirements.
- Maintain data accuracy and integrity within sales and customer systems.
- Support audit readiness and reporting.
Documentation & Standards
- Maintain functional documentation, configurations, and process workflows.
- Ensure adherence to SAP standards and governance frameworks.
- Support user training and knowledge transfer.
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