Request for existing cases, user IDs, Portal navigation support and more
Get to know some of the leaders within Customer Support, who work 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.
Stefan Steinle is responsible for managing SAP’s Customer Support & Cloud Lifecycle Management organization.
The organization guides SAP’s customers through their individual digital transformations, powered by platforms for end-to-end lifecycle management and smooth transitioning to the cloud. Customers are empowered to unlock SAP innovations through an integrated, streamlined application and content lifecycle, delivered through the cloud.
To safeguard every single customer throughout their journey, the support organization delivers a unified customer support experience across all SAP applications and a world-class service for mission-critical processes and critical events.
Finally, Customer Support & Cloud Lifecycle Management collaborates closely with engineering units to support development and quality improvement. With over 7,000 experts, Customer Support & Cloud Lifecycle Management has distributed teams across the globe – with locations in Asia, Europe, Latin America, and North America.
Stefan is vocal about transformation that ‘sticks’ – bringing cultural transformation in lockstep with digital transformation. He firmly believes that groundbreaking innovation comes from passionate people empowered by leaders investing in diverse and inclusive teams that are working in an exciting environment.
Stefan joined SAP in 2000. Before heading Customer Support & Cloud Lifecycle Management, he was COO & Head of Strategy of the SAP Product Engineering board unit, powering SAP’s engineering teams to deliver the world’s #1 business software. Prior roles were Head of SAP Globalization Services, COO of SAP’s Global Business Operations board area, and serving former executive board member Gerhard Oswald as Executive Board Assistant, Chief of Staff, and Head of Operations. In his first ten years at SAP, Stefan worked as a consultant, overseeing large implementation projects at multinational companies.
Stefan looks back on over 20 years of experience in the enterprise software industry. He holds a diploma in Industrial Engineering and Management from the University of Karlsruhe, Germany.
Mohammed joined SAP in the summer of 2017 as Global Head of Technical 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 SAP's Real-Time 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 Technical Support, 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 Techncal Support leadership team as a high performing team.
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 Customer Support, Jens is responsible for driving SAP's overall maintenance strategy, defining and coordinating maintenance phases, end dates and corresponding offerings. He orchestrates the overall Customer Support strategy development in close alignment with all Customer Support units. Jens is also representing Customer Support as the biggest stakeholder for SAPs overall Support strategy and Support portfolio development, in close collaboration with Customer Success and Corporate Portfolio. Jens is in the lead for Support Ecosystem management, defining the effective setup of how partners deliver support to our customers.
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.
Becky Doyle is Global Vice President and Head of the Technical Support – SuccessFactors HCM 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 case. 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.
As Global head of SAP Mission-Control Center and Mission-Critical Support within Customer Support, Vivian Lüchau-de la Roche is responsible for SAP customers’ businesses across the globe in 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.
As COO, Bethany Moffatt is responsible for driving operational excellence and efficiency across SAP's Customer Support & Cloud Lifecycle Management organization. She is a seasoned leader with over 20 years of customer service experience.
Bethany enjoys challenging the status quo and fostering an organizational culture that reimagines traditional customer support. She firmly believes that operational excellence is achieved through many small, incremental improvements that collectively anticipate and exceed customer expectations. Her leadership principles are centered around authenticity and creating a vision that energizes and inspires teams to achieve greatness. She is also passionate about mentoring young professionals and promoting diversity in the tech industry.
Bethany joined SAP in 2008, where she successfully led Ariba Customer Support's transformation from on-premise to cloud, significantly enhancing service delivery and customer satisfaction. Throughout her time at SAP, she's held various leadership roles in Technical Support and the SAP Mission Control Center, with a core focus on simultaneously improving the customer and employee experience through design thinking, problem-solving, and process improvement.
Bethany designs the future by leveraging her extensive experience. She holds a Bachelor of Science degree in Industrial and Organizational Psychology from the Pennsylvania State University, USA, and a certification in Maximizing Operational Effectiveness from MIT Sloan Executive Education. Bethany's dedication to infinite innovation and her visionary leadership will continue to drive SAP's success in delivering exceptional customer experiences.
The Technical Support – Procurement team supports SAP Intelligent Spend and Business Network product areas including the Ariba and Fieldglass product suites. They assist both buyer and supplier customers across SAP Ariba’s applications and the Ariba Network, as well as partner, buyer, supplier, and contingent worker customers of SAP Fieldglass. The team focuses on creating an extraordinary customer experience by empowering them with the right information, by leveraging data driven proactive support, and by focusing on a quality engagement every time.
Rohan has successfully led global support units for many years with a people-driven strategy, built around innovation and transformation His key focus is to drive a delightful customer support experience, based on customer feedback.
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 ALM, Built-In Support, Service Delivery Platform and SAP Solution Manager. In addition, the AI Innovation Platform including automation via AI & ML for SAP Services and Support is 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.
Carsten is dedicated to elevating both customer and employee experience across SAP’s support business. He drives the business innovation agenda for Customer Support, orchestrating its business transformation towards AI-driven, pro-active and preventative support together with the leadership team. In addition, his team delivers the Secure Support offering, and manages the global Support Center locations.
Prior, Carsten was COO for Customer Support. He drove general business steering across the global organization, in combination with driving strategy execution and business transformation success.
Before joining Customer Support, Carsten 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.
Bente joined SAP in May 2017 as Global Head of Technical Support for SAP Concur. 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.