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.
First-level support is the single point of entry for all customer issues and requests. The tasks of the first-level support include issue reception, record creation, record validation, record monitoring, and record dispatching and reporting, as well as validation of monitoring results.
The technical consultant is responsible for provisioning the systems according to defined standards in collaboration with other involved teams (such as. server management). This role ensures and checks that cloud systems comply with defined security and quality guidelines and aligns with project manager and the customer engagement manager (CEM) as needed.