Conduct regular / quarterly business review meetings with the customer to discuss the service quality
Deliver a quarterly balanced scorecard with KPI’s to ensure overall customer satisfaction (performance review)
Propose and discuss improvement potential
Conduct service and business planning meetings to understand customer business needs
Explain aspects of SAP's overall cloud strategy and the growing portfolio
Enable adoption of S/4HANA and cloud standardization
Enable transformation towards SAP Cloud Solutions
Delivery Management
Contribute to onboarding/transition projects
Contribute to the overall service/project delivery according to planned scope, budget, and milestones
Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
Contribute to delivery/operations teams to perform and drive root cause analysis to completion
Contribute to the de-escalations of critical customer situations
Contribute to critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC), if applicable
Support the preparation of proposals, solution assessments and service scoping exercises (if applicable)
Support feedback loop into development/operations unit
Contribute to customer release and maintenance activities (establish a customer IT calendar)
Contribute to quality plans for customer
Support service plan execution for Enhanced Managed Services and Cloud Application Services
Support monthly service reporting
Account Management
Collaborate with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
Support customer satisfaction surveys
Review SLA service credit cases
General overview of commercial responsibility
Support commercial change requests
Help to maintain the general overview of sizing / pricing of upcoming change requests