Sandro Heiniger

Experience

• 

  SVA Zürich

  Aug 2010 - Dec 2018

  Client Advisor
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  SVA Zürich

  Dec 2019 - Aug 2020

  Client Advisor

  Processing of applications for all social insurance benefit areasConsult with doctors, insured persons, legal representatives, public offices, and social institutionsCreating decisions and orders regarding financial benefitsHandling objections and complaints

• 

  EF Education First

  Jun 2021 - Jan 2023

  Customer Success Specialist

  Customer Success Specialist Austria & Switzerland HSEYCustomer Success Specialist for Switzerland and Austria covering markets in Ireland, UK, and USACase and Complaint Management Client Retention Analyze and Evaluate Customer Satisfaction (NPS) Project Work to Improve Customer Satisfaction and Customer Experience Conduct Webinars and Presentations regarding Intercultural Communication

• 

  SAP

  Mar 2023 - now

  Developing Account Strategies: Creating and implementing account strategies and consumption plans to drive customer outcomes, ensuring successful subscription renewals and maintenance payments. Orchestration: Coordinating the post-sales account team, enterprise support, and preferred success offerings to ensure seamless and effective client experiences.Building Trusted Relationships: Establishing and nurturing trusted relationships with customers, focusing on value-based consumption and aligning with their business priorities. Monitoring and Ensuring Satisfaction: Monitoring SLA performance to maintain high customer satisfaction and proactively addressing issues to ensure seamless service delivery. Leveraging Expertise: Engaging with SAP experts to access expertise and resources throughout the customer lifecycle, ensuring optimal outcomes. Data-Driven Adoption Management: Utilizing data and tools to track and manage customer adoption, guiding targeted consumption activities and aligning with Outcome Success Plans. Identifying Growth Opportunities: Proactively identifying opportunities for expanding SAP’s footprint, through additional licenses or services, driving continued customer engagement and business growth. Domain Expertise: Act as primary point for all related Cloud ERP Customer Success Management activities. Show less

  • Enterprise Customer Success Manager

    Jan 2024 - now

  • Enterprise Customer Success Partner Associate

    Mar 2023 - Dec 2023