Helping enterprise companies leverage dashboards, planning, and predictive analytics to save time, increase productivity and make better decisions.

• Manage key regional engagements: MaxAttention Positioning, Set-up, Delivery & Governance.• Responsible for architecting the customer engagement model based on an understanding of the customer’s situation including core business functions, technical requirements, organizational structure, customers center of excellence maturity level, and company goals.• Develop roadmaps and project plans with the customers to move them to the next phase of their digital transformation.• Drive adoption of SAP innovations at our customers to gain maximum value for their business and an ideal end user experience with the highest efficiency. • Deliver quarterly balanced score card reviews to customer executives and ensure overall success and quality of the MaxAttention Engagement.• Works closely with account teams to define and position collaborative engagements with SAP Digital Business Services.• Responsible for guiding and coaching Technical Quality Managers to ensure execution and quality of the customer engagements.• Accountable for decision making during critical situations and escalations.

• Onsite management of SAP product implementation and business operations • Understand the customer's solution landscape and business processes• Acquire the role of a trusted SAP advisor inside the customer organization• Develop customer-specific implementation plan for SAP optimization services and drive their execution• Coordinate involvement of SAP Support resources onsite and in the back office• Identify top issues, define an action plan and drive the resolution process• Report to management and executive level• Lead global team for service projects and post-implementation analysis• Manage multi-year Premium Engagement delivery road maps and support budgets

• Provide and maintain customer satisfaction by managing external and internal expectations• Manager and drive technical resource for root cause analysis and de-escalation for highly critical customer incidents in complex environments with full responsibility of the case, until the issue is resolved. • Focus on extremely critical and complex escalations with multiple stakeholders and processors involved. • Take responsibility of the shift as duty lead, ensure all customers incident escalations and requests are handled by right person in the team and managed appropriately. • Proactively identify process issues and take actions to prevent serious escalation.• Drive proactive customer and internal communication in terms of critical escalation.• Fill in process gaps to ensure consistent and reliable processing of critical customer messages.• Ensure visibility to our customer and internal stakeholders into any associated action plans for resolution toward critical customer incidents.• Support consultants on effective issue resolution and customer and internal communication.• Provide feedback for future process improvement.• Assume de-escalation responsibilities for all areas in Critical Incident Management. • Knowledge transferring (Mentoring, creating and giving training and workshops)• Strengthen the SAP internal community web pagesAdditional Duties:• Take over back-office responsibilities as de-escalation architect

Enabled customers to implement and operate their SAP solutions efficiently.• Collaborated closely with stakeholders, as well as with various other SAP departments.• Managed internal and external escalations and customer communication.• Safeguarded customers in critical/escalated situations.• Analyzed and resolved reported incidents by means of knowledge databases and/or verifying customizing entries.• Root Cause Analysis of reported incidents.• Call deflection.• Reported errors to Development.• Provided consulting for customers on procedural issues and queries.