Sales Solutions Expert
This role is focused on supporting long-term engagements between customers and SAP. The ideal candidate will have a strong understanding of the customer's business, organization, and current contractual footprint with SAP.
About This Role
* Support analysis of current customer situation, maturity of SAP solution operations, and IT service delivery
* Explain the scope of the engagement with the customer
* Understand engagement roadmap, innovation roadmap, adoption targets, engagement focus areas and develop a high-level delivery plan
* Agree and implement governance model (e.g. meeting cadence, escalation path)
* Expedite SAP's collaboration platform at the customer
* Document top issues to provide transparency on status and progress throughout SAP
* Escalate critical situations to SAP and customer management when required
* Manage execution of the engagement plan by aligning, scheduling, scoping, ordering and supporting the delivery of Premium Engagement services
* Follow up service deliveries to ensure value realization and visibility of value delivered to customer
* Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front office team
* Enter and update the customer's 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