Edel Grealish
Senior Customer Engagement Advisor @SAP
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WORK HISTORY
Senior Customer Engagement Advisor @SAP
County Galway, IE
As a Customer Engagement Advisor (former title Support Engagement Manager), I support the Customer Support Engagement Director in safeguarding and improving the customer relationship with SAP Support. I proactively manage an agreed dynamic customer portfolio with a view to preventing escalations, supporting up-sell opportunities and stabilising at-risk projects.I act as a advocate for the customer within SAP Human Experience Management, championing customer issues. I follow up closely on all open incidents with a focus on Very High and High priority issues (blockers). I help to drive solutions for long running cases, working across all Engineering, Operations and Support groups. I share a weekly/bi-weekly/on-demand status report of the incidents with an agreed customer DL, and have regular internal calls with the SAP stakeholders to discuss the delivery requirements and monitor progress. I also transform customer feedback into corrective actions that target positive customer experience and a reduced level of effort.Other tasks include- Following up with subject matter experts and Cloud Product Support (CPS) Management to ensure critical and business-down situations are handled in the best possible manner- Coordinating and prioritising incident resolution for CPS, including monitoring, reviewing and ensuring Service Level Agreement adherence and quality of incidents from critical customers.I also have taken part in and led a scrum team in a project that has contributed to an increase in customer satisfaction (Customer Loyalty Survey) by ‘Reducing time to resolution’, ‘Improving process quality’, and ‘Creating transparency on customer status’The year-long project has consisted of 22 colleagues from 10 countries across 3 board areas, following an iterative process with two dedicated ‘Scrum’ teams working along a prioritized backlog to continuously improve in small, achievable steps.
EDUCATION
Galway-Mayo Institute of Technology
Bachelor of Business (BBS)
Galway-Mayo Institute of Technology
Bachelor of Business in Management (BBS) Honours
SKILLS
ABOUT EDEL GREALISH
Graduated with a First Class Honours Degree in Business with a specialty in Management from GMIT. Experience in management, customer service, marketing and retail sectors.
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