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Your Dedicated Support Partner
Our Support Managers combine deep technical expertise with local knowledge, giving you confidence that help is always within reach — no matter where you operate.
Our Support Managers
Petra Rojas Tamayo
Support Manager – EMEA
Europe
Steven Li
Support Manager – APAC
Asia-Pacific
Thais Salvatico
AMS Manager – Americas
Latin America
Petra Tamayo
AMS Manager EMEA
Europe
Petra Tamayo
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Expertise
- Extensive experience in global support operations
- Strong knowledge of ERP systems and issue resolution
- Skilled in customer communication and relationship management
- Proficient in support process optimization and SLA management
- Team leadership and cross-regional coordination
- Quality assurance and continuous improvement initiatives
Role & Responsibilities
- Lead and manage the global support team across regions
- Ensure timely resolution of customer tickets and escalations
- Monitor support performance metrics and SLA compliance
- Collaborate with implementation and technical teams to resolve complex cases
- Drive process improvements to enhance support efficiency
- Maintain high customer satisfaction through proactive communication
- Oversee support documentation and knowledge base development
Steven Li
AMS Manager APAC
APAC
Steven Li
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Expertise
- SAP Business One application management
- APAC compliance, localization and regulatory adaptation
- Cross-border support delivery and escalation management
Role & Responsibilities
Steven manages support for clients throughout the Asia-Pacific region, working closely with local and global teams to resolve issues quickly while ensuring ERP environments remain optimized and aligned with regional requirements. He coordinates incident management, enhancements and upgrades, and ensures service standards are consistently met.
Thais Salvatico
SUPPORT MANAGER AMERICAS
Americas
Thais Salvatico
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Expertise
- Solid background in AMS operations and post-implementation support for SAP Business One
- Strong financial background supporting decision-making, process analysis, and system optimization
- In-depth understanding of support requirements across North and South America
- Proven ability to build and maintain client relationships while supporting evolving system needs
- Skilled in evaluating support workflows and implementing improvements to enhance performance
- Experienced in coordinating with technical, functional, and consulting teams to resolve complex issues
- Demonstrated leadership in managing distributed teams and ensuring consistent service delivery
Role & Responsibilities
- Oversee AMS operations and the regional support team across the Americas
- Manage daily ticket handling and escalations to ensure timely and accurate resolution
- Monitor KPIs and service performance to maintain operational standards
- Collaborate with consultants, technical teams, and project managers on complex support cases
- Identify areas for process refinement and contribute to continuous improvement
- Maintain strong communication with clients to understand needs and ensure satisfaction
- Support the development and maintenance of documentation, guidelines, and best practices
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