SAP Customer Solution Support and Innovation

SAP Customer Solution Support and Innovation Leadership Team

Get to know some of the leaders within SAP Customer Solution Support and Innovation, those who help bring and shape the experience that you rely on every day. These are the people who work tirelessly to accelerate product innovation and deliver excellence in engineering, maintenance and support that is as simple and intuitive as possible. 

Committed to our vision, each leadership team member adds their own unique contribution to your overall experience. Delight customers. Always.

Andreas Heckmann
Executive Vice President, Head of Customer Solution Support and Innovation

Andreas joined SAP in 1999 and has held a succession of leadership roles at SAP, including regional and global management roles throughout North America, Europe and Asia. Responsibilities included SAP’s MaxAttention program, Head of SAP Customer Solution Support and Innovation for Asia Pacific & Japan and Global SAP Alliance Management for a leading CPG company.  Now, Andreas Heckmann is responsible for SAP’s Customer Solution Support and Innovation organization.

With the vision to “Delight customers. Always.”, Customer Solution Support and Innovation provides end-to-end customer support, service functions and expert services for SAP’s products. Customer Solution Support and Innovation is responsible for SAP’s ALM strategy and ALM products such as SAP Solution Manager, as well as building and operating both internal and customer facing support systems. Additional areas of responsibility include Mission Critical Support, Global Partner Support and Support Portfolio Management.

With around 8000 engineers and experts worldwide, SAP Customer Solution Support and Innovation is present around the globe with Global Support and Innovation Centres in Asia, Europe, Latin America and North America.

Mohammed Ajouz
Senior Vice President, Global Head of Product Support – Digital Core and Platform

Mohammed joined SAP in the summer of 2017 as Global Head of Product Support. He is an experienced services executive, with more than 30 years’ background leading enterprise support organizations. His background includes the leadership of various enterprise support organizations at Oracle, as well as the successful transformation of support from on-premise to cloud at Skillsoft, where he led the customer support, as well as the cloud, operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective, multi-faceted, innovative support to global enterprise customers.

In his current role, Mohammed is leading the way in a transformational era of change and growth to deliver the Next-Generation Support for the digital enterprise with an award-winning support experience that delights customers. Always. He is responsible for leading and providing overall direction for Product Support – Digital Core and Platform ensuring customer and employee success while successfully executing on the overall SAP strategy. He lives the SAP leadership principles while providing ongoing coaching to the Product Support leadership team as a high performing team.

Jens Bernotat
Head of Strategy, Portfolio and Ecosystem Management

Jens joined SAP in 2007 as Vice President in the Corporate Strategy Group. Here, he has guided a series of high impact strategic programs for SAP, with a focus on support strategy, portfolio and offering & commercial design. From 2011 onwards, Jens was driving Strategy for Maintenance Go-To-Market, where he designed commercial transformation programs from on-premise to Cloud and multiple new support offerings. Jens then led SAP's global Support Portfolio from 2017 to 2020.

As Head of Strategy and Ecosystem Management for CSI, Jens is responsible for driving SAP's overall maintenance strategy, defining and coordinating maintenance phases, end dates and corresponding offerings. He orchestrates the overall L1 CSI strategy development in close alignment with all CSI units. Jens is also representing CSI as the biggest stakeholder for SAPs overall Support strategy and Support portfolio development, in close collaboration with Customer Success and Corporate Portfolio. And Jens is in the lead for Support Ecosystem management, defining the effective setup of how partners deliver support to our customers.

Vivian Luechau-de la Roche
Senior Vice President, Global Head of SAP Mission Control Center & Mission-Critical Support

As Global head of SAP Mission Control Center and Mission-Critical Support in the SAP Board Product Engineering, Vivian Lüchau-de la Roche is responsible for SAP customers’ businesses across the globe in Mission-Critical situations, ensuring the continuity of those businesses through global escalation management. Vivian and her team maintain an unwavering commitment to providing extraordinary support while recognizing the unique demands of each customer in a critical situation.

Prior to her current role, she served 5 years as the head of Digital Business Services in Latin America, where she was responsible for multi-functional Services and Support organizations, before which she was the head of SAP Active Global Support (AGS) for Latin America for 3 years.

Vivian is an experienced dynamic leader having served SAP in several Services and Support functions in Germany, Australia, North America and Latin America. She has been instrumental in the foundation of SAPs’ very successful customer-oriented support programs such as Safeguarding and SAP MaxAttention.

Vivian’s experience extends over 30 years in the IT customer industry, primarily in customer Sales and Support functions. Prior to SAP, Vivian worked for SAP implementation and technology partners where she developed her technical expertise. Vivian is a respected thought leader in SAP and a passionate advocate for workplace inclusivity and diversity.

Becky Doyle
Global Vice President and Head of Product Support – People

Becky Doyle is Global Vice President and Head of the Product Support – People team which focuses on delivering end-to-end technical support for our customers. The team is constantly focused on innovations and improvements to enhance the customer experience by working closely with SAP SuccessFactors Product Management, Development and Operations to prevent the need to ever open a support incident. Becky is working to expand the channels that customers can use to access our Support Engineers and documentation, expanding self-service functionality and improving the product documentation to make it available within the product and in a simple way to consume. The team is passionate about delivering a great customer experience with every interaction.

Becky joined SAP in 2012 through SAPs acquisition of Ariba.  She joined Ariba in 2005 working in the Human Resources Department and moved to Customer Support/IT in 2010. Throughout her tenure at SAP/Ariba, Becky has held various roles including training, project management and leadership. She is passionate about the customer experience and empowering customers get the most value from their SAP solutions.

Becky has her Bachelor’s Degree from Pennsylvania State University and is a certified Professional in Human Resources (PHR). She is based in Galway, Ireland.

Marc Thier
Head of Customer Experience & Solutions

Marc Thier joined SAP in 1993. He held various positions in customer support and led the regional technology Center of Excellence in EMEA before taking a global role as Senior Vice President for SAP Solution Manager.

Marc leads solution management and rollout to customers and partners for Application Lifecycle Management (ALM) on premise and cloud. Products for ALM include SAP Solution Manager, Focused Solutions and the new SaaS solutions for ALM. Marc received his degree in business education and computer science in 1993 at the University of Mannheim.

Wieland Schreiner
Senior Vice President, Head of Customer Experience and Solutions

As head of CXS Development, Wieland Schreiner is responsible for Application Lifecycle Management (ALM) products covering all SAP Cloud Solutions as well as On-Premise-Solutions. These ALM products include SAP Cloud Application Lifecycle Management (CALM), Built-in Support, Service Delivery Platform and SAP Solution Manager. In addition, the Datalake including automation via AI & ML for SAP Support and Services is built under his leadership.

Wieland has more than 25 years’ professional experience in consulting and development. He has held various roles and management positions in application development and software engineering. With his deep understanding of supply chain execution and manufacturing processes, paired with a strong technology background, particularly in the area of in-memory computing, he plays a key role in supporting customers on their digital journey.

Wieland studied mathematics, physics, and applied computer science at the University of Karlsruhe and holds a PhD in mathematics from the University of Kaiserslautern.

Katrin Lehmann
Head of Customer Innovation and Maintenance

Katrin joined SAP in 2004. Since then, she has held several leadership positions, including Chief Data Officer and Head of S/4HANA Cloud Data Management. Throughout her career, Katrin has always had a strong focus on driving challenging topics to achieve customer success, operational excellence and superior employee experience. Currently, Katrin is the Head of SAP’s Customer Innovation & Maintenance.

Customer Innovation & Maintenance aims to accelerate customer success through value-driven innovation and maintenance. With more than 3500 engineers and experts globally, Customer Innovation & Maintenance delivers end-to-end innovations and best-in-class maintenance, with the view of improving products, integrating innovations into standard/industry solutions, while focusing on long term impact for maintaining customer success. An agile-minded organization that meets market demand with fast-paced and tailored innovations in complex environments, while at the same time guides customers to become intelligent enterprises through continued long-term support.

Customer Innovation & Maintenance has presence in North and Latin America, Europe and the Asian Pacific region; including Greater China and India.

Cornelius Clauser
Head of Productivity Consulting Group

Cornelius Clauser currently serves as Head of Productivity Consulting Group (PCG), an internal improvement team. The team drives strategic, often cross-area, programs like the SAP Transformation Navigator, which has won the Hasso Plattner Founders’ Award. Previous SAP roles include Chief Process Officer (CPO) of the SAP Group. He joined SAP in 2011 initially in charge of the Productivity & LEAN team that drove the Agile implementation in the SAP-wide idea-to-market process.

Prior to SAP, he spent nine years with Porsche Consulting where he served as partner in charge of Porsche and Volkswagen-internal improvements as well as e.g. machinery, healthcare, knowledge worker productivity or office concepts.

Before he worked five years with McKinsey & Company primarily in the automotive industry working for OEMs and suppliers in all triad regions.

He holds a masters degree in computer science and an MBA, attained in Mannheim, Los Angeles and Manila.

Daniel Gerdes
Chief of Staff, Head of CSI Executive Office

Daniel serves as Chief of Staff and Head of Executive Office for SAP’s Customer Solution Support and Innovation (CSI) organization, helping SAP’s customers in their digital transformation towards becoming Intelligent Enterprises and ensuring a seamless support experience across applications and world-class services for mission-critical processes. In his role, Daniel is responsible for the development and execution of strategic initiatives and programs across CSI and manages the governance body of the organization as well as daily operations in the Executive Office.

Before joining CSI as Chief of Staff, Daniel has served as Executive Board assistant and Customer Officer to former SAP Board member Michael Kleinemeier. In addition, he has worked 5+ years on international customer projects in the SAP Consulting organization, mostly as Data Scientist and Machine Learning consultant within SAP’s Analytics & Insight Services practice. Daniel holds a degree in Business Informatics from the Baden-Württemberg Cooperative State University. He has held leadership positions within numerous NGOs and actively volunteers as emergency paramedic within the local ambulance services. 

Carsten Schwarz
Chief Operating Officer

Carsten drives and orchestrates strategy execution, business transformation and general business steering across CSI in close alignment with the CSI leadership team. He ensures measurable customer value and business outcomes, drives process excellence and supports the Head of CSI in daily operations. Carsten is further involved in a program leading role in SAP’s company-wide transformation towards a Best Run cloud company at scale.

Before joining CSI, Carsten has led SAP’s transformation towards an enterprise-wide analytics strategy and the formation of a central analytics function and worked as COO for the then founded Intelligent Data & Analytics unit at SAP.

Earlier in his career, Carsten held various leadership positions in Finance and Administration at SAP on both global and regional levels, including Chief Controlling Officer for one of SAP’s major board areas.

Leigh Tangretti
Global Head of Product Support – Procurement

Leigh joined SAP in July 2000. She is an experienced services executive, with a background in leading customer experience transformations and cloud support organizations. She has a proven track record of driving business results, growing team capabilities, and leading innovations.

Leigh is passionate about driving end-to-end continuous improvement leveraging operational and experience data insights with the goal of always achieving the customer’s desired outcome. She is focused on growing a team of creative problem solvers who are empowered to innovate and collaborate relentlessly. 

In her current role, Leigh is the Global Head of Procurement Product Support for SAP which provides end-user and technical support services to SAP’s Procurement customers. Through strong collaboration within CSI and across the Procurement teams, Leigh and team are striving to Delight Customers. Always.

Bente Vollan
Senior Vice President, Global Head of Product Support – Concur

Bente joined SAP in May 2017 as Global Head of Product Support for SAP Concur. She is a veteran support and services executive, with over 30 years of experience. She has a proven track record of excellence in building and scaling global support organizations for industry-leading software companies. At SAP Concur, Tableau, Visio, and Aldus, she championed support for large multi-national Enterprise and Small Medium Business (SMB) customers for both cloud and on-premise products.

Bente is passionate about providing a consistently positive, end-to-end customer and employee experience with the understanding that the two are inseparable. She is focused on simplifying and improving the customer support experience, so it is as easy and intuitive as possible for customers to get their problem resolved while ensuring that every interaction is a positive one. 

Bente fosters an innovative and collaborative culture of continuous improvement where team members understand that every interaction contributes to our customers’ success.  

Stefanie Kuebler
Senior Vice President, Head of Business and Data Transformation Solutions

Stefanie (Steffi) Kuebler focuses on driving customers’ adoption of the Intelligent Enterprise Suite by creating a coherent and integrated solution framework for the migration and transformation of data and systems, based on SAP Business Technology Platform (BTP). These solutions will be prescriptive to customers and partners for quick adoption. For this cross-board effort, teams across Customer Success, Technology & Innovation and solution areas within SAP Product Engineering are collaborating for the customers’ benefit.

Since Steffi joined SAP in 2000, she has a track record of successfully leading international and complex transformation programs as well as sustaining and growing global, profitable business. She is a thought leader for transformational leadership and is committed to customers’ success. Prior to her current role, Steffi was leading the global services delivery organization Data Management and Landscape Transformation (DMLT), where she was responsible for designing and delivering a portfolio of solutions to serve all data-related needs of a company.