As a key part of SAP Ariba, Critical Customer Engagement (CCE) is an organization whose mission is to convert important customer situations from critical exception to normal business operations. The CCE team engages with the most valuable and visible SAP Ariba customers, often in critical and time sensitive situations. This is a “Tiger Team” type role that focuses on urgency, action and communication.

The DEM (De-Escalation Manager) must be able to manage and drive critical/at-risk situations within SAP Ariba, develop action plans and communicate with customers, partners, and SAP Ariba teams. This means resolving critical issues (technical/functional) for customers managed in the Critical Customer Engagement process. These are often very visible customers and situations, which takes highly motivated and experienced experts, who can earn the trust and respect of the customers and confidence of team members to reduce the escalated situation.

The key requirement is to solve critical customer issues with strategic Ariba customers engaging cross functional teams within SAP Ariba (including P&I (Product & Innovation (previously called Engineering), Product Support and Customer Value Organization (CVO). This is normally done be creating and following an Action Plan to de-escalate the situation and bring the customer back into a more normal state.

Identify best practices that can be used with the customer that could be included in optional and purchased services offerings such as SAP Ariba Preferred Care or SAP Max Attention offerings.

Partner with SAP MCC/MCS processes for end to end support model. Align with Hybrid Deployment Room model for providing engagement models/best practices for SAP Max Attention customers.

Some additional activities include: o Work with global/regional SAP and SAP Ariba teams to proactively identify customers before they enter an escalation situation and work to prevent the escalation from happening.
- Escalation reporting and status updating.
- Help to identify the critical customer issues and work with various SAP, SAP Ariba and customer resources to reduce the escalations.
- Daily/weekly/monthly collaboration with Leaders within Support and CVO to ensure proper priority ranking of escalated issues.
- Strong negotiation & conflict management skills.
- Ability to communicate well in written and oral formats.
- Ability to analyze complex problems, both business process and technology related, and to resolve them by implementing actionable measures.
- Ability to make fast and reliable decisions within strict deadlines involving complex environments and situations (also in non-expertise working areas).
- Strong interpersonal skills and the ability to work in virtual teams across the globe and customers on all levels of their organization.
- High level of flexibility & availability required, could require working some weekend/holidays. Willingness to learn on a continuous basis.
- Expertise in at least one of the key SAP Ariba modules such as: Sourcing, Contracts, SLP (Supplier Lifecycle and Performance), Supplier Risk, Buying, Buying & Invoicing (including Guided Buying), Cloud Integration Gateway, or similar SAP Ariba Cloud offerings.
- Fluent English. Knowledge of further languages would be beneficial.
- Min. 5 years of work experience with SAP and/or SAP Ariba.
- Min. 2 year of solution and/or technology implementation experience of SAP Ariba’s portfolio and related business processes.
- Experience in managing projects with cross-functional team.
- Bachelor’s degree.
- 5+ years of work experience with SAP and/or SAP Ariba.
- OR 5+ Years working with a web-based software solution.
- 2+ year of solution or implementation experience of SAP Ariba’s portfolio and related business processes.
- 5+ Years of experience in a previous Support, Consulting, Engineering, or leadership role.
- Experience in managing projects with cross-functional teams.

Title	Location	Date Added
SAP Ariba B&I Functional Lead	Arlington, VA	2/4/2020	View
SAP ARIBA CCE De Escalation Manager (DEM)	Pittsburgh, PA	2/4/2020	View
SAP MDG Architect	Atlanta, GA	2/3/2020	View

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