Let us introduce the role of the Account Executive and the significant part they play.
The Account Executive (AE) or Account Owner serves as the essential bridge between SAP and the organization that has entered a contract with SAP. The AE functions as the primary point of contact for the organization, ensuring seamless communication and coordination.
They are responsible for managing all aspects related to support, product inquiries, retention strategies, and service-related matters. By fostering a strong relationship, the Account Executive ensures that the organization receives comprehensive and personalized assistance, thereby enhancing the overall customer experience.
The following are examples of topics that can be addressed to your Account Executive:
• Clarifications on contract verbiage
• Updates to company address
• Plans to upgrade software or hardware
• Access to trial or demo software
• Questions regarding Service Level Agreements (SLA)
• Information on education and training events
• Details on products included with licenses
• Maintenance renewal inquiries
• License compliance status
• Utilization of licenses for compliance
• Required licenses for the account
• Information on new purchases/contracts
• Software usage permissions based on the contract
• Costs and fees associated with products or services
• Details about specific license materials (what they are, what they do, etc.)
• Cloud System/Tenant changes and issues (new cloud products not available yet, etc.)
• Cloud Installations (deletion, cloud installations not available)
• Issues with the company's account/contract preventing software downloads and/or generating permanent license keys as indicated by SAP Support
• Confirmation from the Account Executive is required before submitting a request through CIC for deletion of all Super Administrators if there is no active maintenance linked to the user's account
Steps to find your AE using the self-service option:
- Navigate to the SAP for Me page (https://me.sap.com/)
- Go to the Users and Contacts Dashboard
- Select Overview
For further guidance, please refer to the Knowledge Base Article on how to contact the Account Executive: SAP Note: 2626344
If you are still unable to connect with the Account Executive, the Customer Interaction Center is always available to assist you by providing the Account Executive's information from SAP to your organization.
The Customer Interaction Center can provide the name, email address, and phone number of the Account Executive (AE) or account owner by requesting the Customer ERP number or installation number, the email address with the same domain ID, and the S-User ID.
https://support.sap.com/en/contact-us.html?anchorId=section
Thanks for reading!
We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!
Read more Customer Interaction Center blog posts Here
If you have any questions, please feel free to ask us in the Q&A All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community
