Swapnil Sharma
Regional Lead (Asia & Greater China) | Customer Engagement Manager | SAP Enterprise Cloud Services
- Role
- Customer Engagement Manager at SAP
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Swapnil Sharma
Customer Engagement Manager serving as the primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition, and Cloud Application Services (CAS).Driving end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. Responsible for maintaining customer satisfaction through issue mitigation and escalation management, building strong relationships with key customer stakeholders, and helping customers maximize the value of their partnership with SAP.Additionally, bearing commercial responsibility for the engagement and creating upsell opportunities.Expertise: Engagement Management, Delivery Management, Account Management, Escalation Management, Excellent customer focus / Networking / Relationship Building, Infrastructure know-how and technical understanding, Understand Cloud business and SAP Cloud models/solutions/operation processes, Technical and application expertise for different cloud solutions.Passion: I have an in-built mechanism to succeed. And have ample ambition to drive it ahead. Moreover, the instinct to have the very best of everything is coupled with the desire to excel at everything. Very often I\'m led into ambitious plans due to my passion and can be quite intuitive at that too. For example, my passion for good health can get so overbearing that I might be propelled into starting a home gym. Interestingly, I also love to travel and have a knack for collecting the finer things of life during my journey.
Experience
Customer Engagement Manager
Jul 2021 — Present
As Customer Engagement Manager (CEM) I serve as a primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS).As CEM I drive end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.Customer Engagement Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP.Additionally, the CEM bears commercial responsibility for the engagement and creates upsell opportunities.Key tasks comprise the following:Engagement ManagementDelivery ManagementControl Center (OCC)Account Management
Education
Rajiv Gandhi Prodyogiki Vishwavidyalaya
Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering
2008 — 2012
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