Katharina Heidelberger. Customer Service from Practice.

After completing my Master’s degree in Computer Science, I worked in technical customer service at Salesforce for over 10 years – in various roles including Support Engineer, Project Manager, Team Lead, and Incident Commander.

During this time, I:

led and developed teams, managed complex global projects, built, introduced, and optimized processes, and worked with demanding and often critical customer situations.

I was responsible for escalations, supported change processes as a Change Manager, and repeatedly acted as the interface between technology and customers – where communication often makes the biggest difference.

In doing so, I learned that good service does not fail due to lack of willingness, but due to missing structure and team spirit.

In addition to my operational experience, I have continuously developed my skills – particularly in the areas of leadership, project management, and agile methodologies (including Scrum, ITIL, Accelerate).

As part of international teams, I have worked in dynamic and intercultural environments and learned to communicate clearly and make decisions even in complex, time-critical situations.

In 2021, I also completed training as a systemic coach.

Since April 2026 I’m a certified Strategic Play Facilitator for LEGO® SERIOUS PLAY®

Today, I combine my practical experience with coaching tools and a clear perspective on structures and processes.

I work in a structured, honest, and collaborative way – with the goal of creating solutions that truly work in everyday practice.

I support:

• the development of your customer service team
• the further development of existing teams
• companies undergoing change processes
• leaders who are seeking clarity and support

Across all industries – wherever people work with people.

I provide guidance with empathy, structure, and proven methods – and with a clear understanding of how effective processes function in everyday work.