Kristen Scheffler

Experience

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  TGI Fridays

  Jan 2000 - Jan 2002

  Manager
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  Hancock Information Group

  Jan 2004 - Jan 2005

  Business Development Associate
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  SAP

  Oct 2005 - now

  Assist customers in identifying, prioritizing, planning, and executing against their IT and business strategy.Create, develop, and deliver customer-focused propositions.Enhance and maximize customer understanding of the value of support services and solutions throughout their lifecycle.Perform market and customer research and analysis. Focus on building community with customers to engage, share, and communicate in regards to SAP Support.Responsible for the development, implementation, coordination, and amplification of SAP Product Support’s communications externally Facilitate and manage the SAP Product Support communications programFocus on customer experience with SAP Product SupportFacilitate Customer Advisory Forum Point of Contact for ASUG BusinessObjects Strategic Special Interest Group Coordinating and providing superior customer serviceCommunity building with customer baseCommunicationsFocus and accountability to create positive customer experienceData QualityEngaging and listening to customer insight Leading team of customer service professionalsTraining and Mentoring team membersDevelopment, implementation, and execution of call center strategy Answering customer inquiries at high level call center environmentRespond to email and phone inquiries

  • Vice President - Customer Engagement, NA

    Apr 2022 - now

  • Head of Customer Engagement - Maintenance and Renewals

    Nov 2017 - Apr 2022

  • Sr. Manager - Customer Engagements

    Apr 2015 - Nov 2017

  • Communications Manager - SAP Product Support

    Jun 2011 - Apr 2015

  • Customer Liaison and Communications Manager, Customer Experience Team

    Jan 2010 - May 2011

  • Customer Service Manager

    Apr 2008 - Jan 2010

  • Customer Assurance Services Senior Rep

    Oct 2005 - Apr 2008