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 CEM role is the point of contact at SAP for all service and support requirements of a cloud customer. The CEM ensures delivery of contractually agreed services, manages customer expectations, and maintains customer communications throughout the project lifecycle. This role collaborates with sales teams, delivery teams, and partners.
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.