Solutions Development and Delivery Specialist
This role requires a strong background in business solution landscapes, able to understand customer solution requirements and needs. Key responsibilities include developing and implementing action plans for root-cause analysis and resolution of customer issues, contributing to executive meetings, and promoting Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable.
Key Responsibilities:
* Identify and assess potential issues and risks related to SAP solutions
* Develop and implement action plans for root-cause analysis and resolution of customer issues
* Contribute to executive meetings, providing an overview of engagement contribution and demonstrating value delivered
* Align action plans with account teams and other internal stakeholders as required
* Highlight opportunities outside own area of responsibility to the account team
* Support customer retention and Premium Engagement contract renewals
* Enter and update customer information and status in respective systems
* Promote Cloud Application Lifecycle Management (CALM) for Service, SAP for Me, SAP.COM, SAP Help, SAP One Support Launchpad, and others if applicable
* Provide support on first steps to ensure a seamless onboarding
* Instruct customer on SAP's Support processes to drive efficient incident resolution
* Provide feedback to processes and highlight improvement potential for SAP engagements