The purpose of the CEE role is to increase customer satisfaction and retention, safeguard renewals, and secure references. These achievements occur through building strong relationships with customer stakeholders and helping customers maximize the value of their partnership with SAP.
The de-escalation architect ensures that the customers' core business processes are up and running as soon as possible. The de-escalation architect takes ownership of the customers' critical and complex incidents, setting up an action plan, and ensuring appropriate communication to customers.
The task of mission control centers is to collect employee and customer feedback, drive improvements resulting from that feedback, provide support and collaborate with development and other departments in order to ensure product supportability and stability. This is done by experts from product support, development, and product management, who work together in interdisciplinary teams.
The problem coordinator has a coordinative role in problem management. This role tracks all problem records assigned to designated categories and service teams, categorizes the problem records at the beginning, and reviews and closes the problem records after the realization step.