Heiko Anders

Approached by the Head of EMEA Customer Success to support SAP’s innovative drive toward cloud solutions. Selected to become the principal point of contact focused on Consumption, Adoption, Release Management, Service Planning and Top Issue Handling for clients within the Pharmaceutical, Insurance, Banking, Discrete Manufacturing, Chemicals, Utilities and Public Sector industry sectors.

Assigned to lead global client service and support engagements, coordinating and ensuring all issues were prioritised and actioned to the highest standards and client expectation.

Promoted to manage customer projects based on a deep commitment to facilitating and encouraging proactive customer management. Led virtual strategic consulting service and support teams that established and operated a certified Centre of Excellence, implementing a series of certifications to determine maturity levels.

Appointed as the Team Lead to provide strategic insight and mentoring in Key Account Supports, ITIL and SAP Service and Support Products., designing and presenting training in support of the certification program.  Structured certification guidelines that more effectively integrated within customer organisations and elevated Operational Excellence across service and support by promoting industry best practices

Ensured the highest service standards for customer’s infrastructure whilst consistently supporting marketing and promoting initiatives that broadened the integration of SAP systems, processed tool evolutions and developed new service and support products.

Hired as a Technical SAP consultant to perform Root Cause Analyse of customer messages in the subject matter area financial accounting ultimately taking overall responsibility for the finance support stream.

Praxissemester bei der SAP Schweiz, Regensdorf Diplomarbeit „Marktanalyse einer Nonprofit Organisation“

Praxissemester bei der IBM Deutschland, Böblingen

Management & Organization