SAP Enterprise Support Value Maps, an SAP social media-based empowerment and support program, provide simplification and acceleration of learning and utilization of support offerings.I am global owner of the Analytics Solutions Value Map program where we are supporting a large number of SAP customers who have analytics solutions from SAP in their landscape including BI Platform, SAP Lumira, SAP Analytics Cloud, S/4HANA embedded analytics and many more. We supply best practice materials, webinars, remote services where applicable and the chance to ask questions on our SAP JAM page to help bridge the gap between Incident support and consulting.As owner of the program I manage a virtual team of support advisors. We guide customers through an objective based approach to support offerings and promote collaboration with us.

Core ResponsibilitiesTechnical Account Management:I work on a 1-to-1 basis with assigned SAP customers to ensure their SAP solutions run with optimal level of performance, stability, and data consistency and to minimize the risk of core business interruption. This is achieved by scheduling regular conference calls with customer contacts to discuss pain points, preformance issues and also proactively set out a roadmap for future projects, thus ensuring business continuity.I act as a point of contact for my assigned customers to handle critical issues, act as an additional escalation path for their critical projects and help them to achieve a quality engagement with SAP.In general I am tasked with building a trusted relationship with SAP customers and provide them with guidance on Application Lifecycle Management.In doing so the aim is to reduce their total cost of operations and improve their business continuity.In conjunction with the above tasks I have become a subject matter expert with my team for the topics of:SAP HANABusiness Analytics

During my time in this role I worked in the internal application support area for Sales and Marketing. This includes support for PRM, CRM and VBM systems as well as some other applications such as our internal corporate portal and BW systems. Key responsibilities included solving problems with CRM leads and opportunities, maintaining major changes in the authorization structures of the back-end systems, contacting Key Users in relation to administrative issues in the system. I was also involved in the development of a knowledge base for problem issues and relaying any updates/solutions etc to first level support.I have gained a solid knowledge of the support infrastructure for customers and partners in this role.