(Senior) Customer Solution Adoption Specialist

**We help the world run better**

**What you'll do**

Summary:
SAP Enterprise Cloud Services (ECS) Customer Office is part of the ECS Customer Delivery Engagement organization. ECS Customer Office is responsible for Critical Incident and Customer Management, as well as the proactive safeguarding of the top strategic SAP ECS (Enterprise Cloud Services) accounts globally. The ECS Customer Office focuses on end-to-end customer satisfaction and retention, acts as an official input channel to ECS Delivery for the prioritization of continuous improvement initiatives. ECS Customers Office is spread across regions APJ, EMEA/MEE and the US.
The ECS De-Escalation officer will act as a De-Escalation Architect for Critical Incidents in close collaboration with the Mission Control Center (MCC) which is part of Digital Business Services with a 24x7 coverage. The goal is to bring the customer’s core business processes up and running again as soon as possible. Responsible for Critical Customer situations, including the definition of Top Issues and Action Plans, coordinating across different Lines of Business, and reporting back to senior management / stakeholders. Support projects and initiatives around continuous improvement topics for end-to-end customer experience in the Enterprise Cloud Services.

The Role:

- Owns critical incident/situation and creates the overall Action Plan with input of the Cloud Major Incident Manager, Manager-on-Duty and experts from various areas of ECS Delivery and Digital Business Services.
- Communicates the Action Plan, solution approach, status updates and resolution to the customer.
- Communicates to and aligns with internal stakeholders (e.g., ECS Delivery, MCC, Product Support, Sales, DBS Support & Consulting, Board).
- Drive Critical Customer Management to de-escalate the situation by tracking the defined top issue and action plan, coordinating the internal and external communication, with potential remote/onsite activities.
- Support and drive Continuous Improvement for all related delivery processes (ECS Delivery Management, Incident, Problem & Change Management) with feedback from the critical customer situations.
- Working in 24*7 team requires also working on the weekends/public holidays, flexibility in working hours.

**What you bring**
- appr. 3+ years of professional experience in Development, Product Support or Digital Business Services Support Environment or Consulting or in similar customer facing role.
- Experience with SAP Enterprise Cloud Services or SAP cloud products, good technical know-how of PaaS, IaaS, SaaS architecture and offering.
- Strong analytical, problem solving and structuring skills.
- Excellent communication and presentation skills in English.
- Accustomed to working in an international / global virtual matrix organization.
- Ability to handle critical and stressful situations.

**Meet your Team**
SAP Enterprise Cloud Services (ECS) is a business unit in the Product Engineering board area. ECS supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. Our portfolio of SAP Enterprise Cloud Service (ECS) private cloud offering, and SAP Cloud Application Services (CAS) turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP.

**We build breakthroughs together**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

Requisition ID: 347298 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid