Emmerich Hahn

In a Global Escalation, the Global Escalation Manager is solely accountable for globally escalated customers, representing SAP as a company and its interests for the duration of the Global Escalation. The Global Escalation Manager is the active driver in escalated situations across SAP’s complete solution landscape and technologies independent of the deployment model. The Global Escalation Manager is enabled to ensure awareness on all SAP management levels, including the SAP Board.

- Team Lead of premium safeguarding support service deliveries - De-escalation Architect of critical customer escalations - Analysis of technical and functional issues in mission critical productive system landscapes and providing concrete solutions

Delivery of standard safeguarding services as team lead as well as onsite support to critical / escalated customers worldwide

Lead of CRM/SD Team in Solution Support Active Global Support - Building and leading of CRM/SD support team - Represent SAP towards customer (functional governance)

Senior Support consultant in Active Global Support CoE CRM/Logistics, Interaction Center team. Extended experience in Backoffice activities, OSS message processing. Delivered standard safeguarding services as team member in functional areas CRM Interaction Center (Win and Web Client), Sales, Marketing and Service processes. As responsible team lead delivered various safeguarding services to CRM customers worldwide. Responsible for expert exchange program between Japanese and German CRM support groups.

Leading developer for new application functionality design and development of the mySAP.com Customer Relationship Management solution. Development support and coaching of the implementation teams on various customer projects with focus on Customer Interaction Center area. Responsible developer for several application and technical components within Installed Based Development.

Add-on development in the areas of SAP R/3 modules Material Management and Sales and Distribution. Leading developer for customer tailored solutions and trainer for internal and external SAP courses.

Roll-out management of IS-Retail in Japan, marketing and piloting of customer projects. Business development and market analysis, Roll-in of product requirements of the Japanese market. Organization and lead of the SAP IS Retail booths at the SAPPHIRE’97 in Yokohama.