Carsten Schwarz

Go-getter
DISC Type : d

VP, Head of Customer Support Experience at SAP

Landau in der Pfalz, Rhineland-Palatinate, Germany

Overview

Carsten Schwarz is the VP and Head of Customer Support Experience at SAP, where he leverages his expertise in organizational design and business process transformation. He has a background in finance and holds a Diplom-Ingenieur from RPTU Kaiserslautern-Landau, with a track record of leading global functions and driving operational excellence.

He spearheaded the initialization of SAPs newly centralized global analytics function, where he was responsible for establishing its entire operating model and strategy.

Personality Overview

Direct & Candid

Decisive

Challenger

They care equally about the product and its potential impact.  They respond well to confident salespeople. They don’t always try to control the conversation but neither do they like yielding it fully.

Topics They Care About

Customer Experience
His current role is dedicated to improving the customer support journey. He actively promotes tools like the Customer Insights Dashboard and customer-centric events.
AI in Support
He is focused on the future of customer support, including the use of AI for innovation, predictive support, and the development of autonomous intelligent agents.
Organizational Transformation
A core theme in his career, he has led transformation management and organizational development for SAP's global support and analytics functions.

Media Appearances

Carsten has no verified media appearances

Work History

9-2024
VP, Head of Customer Support Experience at SAP
5-2020 - 10-2024
COO, Customer Support & Innovation, SAP at SAP
10-2014 - 4-2020
COO, Intelligent Data & Analytics at SAP

Education

1998 - 2003
Diplom-Ingenieur from RPTU Kaiserslautern-Landau

More Information

Social Presence :

Prographics :

Exp : 11 Location : Landau in der Pfalz, Rhineland-Palatinate, Germany Job Level : Senior Designation : VP, Head of Customer Support Experience at SAP
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Insights For Selling To Carsten

During A Call Or A Meeting

DO's

  • Make sure that they have the necessary authority, they could present false stature sometimes
  • Refer to testimonials from others in similar positions
  • Make sure that you you respond to any queries from them quickly

DONT's

  • Avoid long winding pitches, stay objective
  • Don’t try to be an alpha salesperson, give them equal space
  • Don't try too hard to get friendly, let it happen with time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carsten is

  • Belief in the product plays an important role, followed by objective proof and testimonials.
  • Will you ever get a clear answer from Carsten

  • They may hesitate slightly, but if they are not convinced, they will say no.

Insights For Deal Planning

    How fast (or slow) will Carsten move?

  • Their decision making speed is somewhere in the middle.
  • Can Carsten take some risk or not?

  • They can take risks only after they have analyzed the advantages and disadvantages.

You And Carsten

Personality Compatibility


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