Sales Solutions Expert Role Overview
The Sales Solutions Expert plays a key role in delivering premium services to customers, ensuring their success with SAP solutions. Key responsibilities include supporting analysis of current customer situation, explaining the scope of engagement, and developing a high-level delivery plan. Additionally, this role involves escalating critical situations, managing engagement plans, following up on service deliveries, reporting engagement status, and promoting relevant SAP processes and tools.
Key Responsibilities:
* Support customer initiatives and solution usage to ensure adoption and consumption
* Manage long-term engagements, including setup, governance, development, and delivery
* Collaborate with internal stakeholders to align action plans and provide executive updates
* Establish trusted relationships with customers and own communication of relevant topics
* Support capturing customer experience, such as reference calls and success stories
* Proactively 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