Engage with SAP S4HANA Cloud customers to drive and accelerate value realisation and to ensure business outcomes are being met.Developing account strategies that prioritise customer outcomes. Building trusted relationships with customers and focus on value based consumption of S4 Solution. Monitor solution usage and SLAs and maintain a high level of customer satisfaction in the solution.Primary point of escalation for account issuesWork on Renewals, Upsells and Cross Sells.

-Executing Enterprise Support engagement f or Key SAP accounts based in the United Kingdom. Main point of contact for all customers support interaction within SAP. Become a trusted advisor for customers with respect to their support engagement with SAP.-Empowering customers to get the maximum benefit from their Support entitlements from SAP. Driving the key pillars of Enterprise support - Collaboration, Empowerment, Innovation and Mission Critical support to drive the digital transformation. -Advising on business strategy and innovation including on premise and cloud solutions..Supporting key implementation projects end to end. Responsible for positioning and executing support services around critical project milestones. Proactive risk mitigation through the application of SAP support best practices and services. -Reactive support for critical system issues and outages. Responsibilities range from ensuring immediate focus on issue, to managing communication between parties to final Root Cause analysis and process change to avoid future issues. -Customer empowerment via knowledge transfer around SAP tools and products. Helping customer to leverage the vast amount of learning content available to empower their internal SAP Support teams. -Reporting account health and success to senior management and C - Level stakeholders. Weekly, Monthly and quarterly reviews to diverse audiences. -Protect and increase SAPs Maintenance Revenue at customers by focusing on Value delivery, reducing TCO of SAP Systems and driving Innovation.

-Full time, onsite support for one of SAPs largest Max Attention customers in the area of Consumer Goods. Supporting mainly EMEA and Asia time zones and all key customer systems ERP, BW, APO, PI.-Co-ordination and execution of the Max Attention engagement, including planning and delivery of On-site and Remote expert services around numerous areas - Performance tuning, Upgrade Planning, Database and OS Migrations, System Consolidation and Downtime Assessment. -Reactive support and RCA for critical system issues. Coordination of communication between the SAP Backoffice and Customer Contacts, attending up date meeting, briefing senior management, Driving post mortems following resolution. - Planning and coordination of strategic customer workshops, with regards to future project planning. Often involves travel to project locations and logistic planning for a number of SAP technical specialists. -Engagement reporting to senior Customer and SAP management, via regular updates, MCC Reviews and Customer Quarterly Meetings.- Worked on SAP Internal engagements such as Backoffice Duty in the support centres in Rot and in Dublin. Managing critical incidents from key customers ensuring issues are addressed with priority and handover between time zones is efficient.

-Service Delivery: Delivering pro-active service sessions for ERP and BW systems with a focus on optimal system configuration and performance improvement. Also performed guided services where I coached nominated customers through the process.-Message Solving: worked at the SAP performance related components SV-BO, SV-BO-BI, SV-BO-DB and SV-BO-DB-IBM. This involves reacting to critical customer situations that are related to performance. -Root Cause Analysis: Working on both late shift (to correspond to US time zones) and Weekend shifts to support customers facing critical issues on their system. -Coaching/Mentoring: Regularly coach new colleagues entering service delivery. This involves assisting colleagues with their initial contact with customers, sitting with them performing sessions and reviewing their final service reports -Nexus for IBM Database: I was the global nexus within Service Delivery for the IBM DB2 for z/OS Database. This means that I am the primary contact for colleagues in all service centres who have issues with this particular Database. I also provide training both remote and classroom as well as developing documentation and maintaining an internal wiki page.