Technical Support

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**PURPOSE AND OBJECTIVES**
Technical Support (TS) Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) product areas of SAP Business Network, SAP Ariba and SAP Fieldglass within the Customer Support organization.
The Senior Customer Support Engagement acts as the voice of the customer in the portfolio.
S(He) leverages customer experience feedback to drive changes within products and processes and sponsors long term customer relationships.
**EXPECTATIONS AND TASKS**
**Strategic Responsibilities**
- Interpret the reality of the customer experience into iterative change within the Technical Support organization.
- Maintain a balanced perspective and focus on systemic challenges experienced by customers rather than individual tickets.
- Set mutually beneficial outcomes for Technical Support and the field, starting at the initial customer engagement, advising on best practice during the sales cycle to avoid unrealistic expectations during live system execution and gaining solid Support references to fuel growth.
- Management of the global Support Engagement Manager (SEM) team
- Own the SEM watchlist.
- Grow and develop the team as appropriate.
- Own engagement/disengagement protocols.
- Global sponsor for customer satisfaction and all associated metrics within portfolio
- Own communication progress and champion initiatives that underpin CSAT.
- Ensure that within regional teams and product verticals the CSAT initiatives are understood and executed through common methods.
- Align with new support structures to understand challenges, plans and initiatives that will have customer impact and then ensure these messages are conveyed to internal and external stakeholders positively.
- Oversight of go-live and recovery hyper-care initiatives.
**Customer Responsibilities**
- Ensure key customers receive heightened attention during critical periods.
- Act as a conduit between Technical Support and other associated functions like MCC required during hyper-care.
- Primary point of contact for account escalations (internal and external)
- Managing customers that have access to the highest levels within SAP and who can heavily influence how we are perceived.
- Own prevention initiatives driven through the portfolio teams to reduce customer dissatisfaction reaching SAP leadership.
- Follow up on actions such as lessons learned, changes in behavior or processes and recovery to prevent future escalations.
- Attend customer project boards and escalation sessions to advocate for Technical Support.
- Global sponsor for customer satisfaction and all associated metrics
- Own communication progress and champion initiatives that underpin CSAT.
- Sponsor customer visits to Support Centers to foster better understanding and engagement.
- Speak at large customer or field events on support topics.
**Stakeholders Responsibilities**
- Working with global AEs/CEEs during bids
- Ensure the scope of support services is understood and well defined in all submissions.
- Ensure best practices are presented to prospects and addressing support concerns that may be generated by our competitors.
- Manage non-standard SLAs and special terms during bid submission.
- Primary point of engagement for Preferred Success, MaxAttention.
- Define the added value of Technical Support under these contracts.
- Work with CSM, MaxAttention functions globally to ensure service differentiators exist for these key customer groups.
**SUCCESS INDICATORS**
Quantitative
Qualitative
- Drive achievement of customer satisfaction, by ensuring that within regional teams and product verticals the CSAT initiatives are understood and executed through common methods.
- Drive customer adoption of deflection initiatives and technologies
- Volume, quality and visibility of internal and external events attended representing Technical Support.
- Volume, quality and criticality of customer relationships and engagements.
- Volume and criticality of escalations across, reduction of number of escalations.
- Volume of customer endorsements
- Monitor and act upon People Survey customer scores and take action through employee engagement forums.
- A driving vision and purpose with an execution mindset.
- High degree of emotional intelligence and empathy in managing de-escalation activities with key customers.
- Support and align with Support Center Leaders regionally on critical customer relationships to ensure success.
- Recognition as an innovative and pro-active and trusted leader by employees, peers in the SAP ecosystem as well as customers and partners.
- Maintain an expansive network though visible engagement across field and Technical Support lines of