Heidi Viik Hänninen
About Heidi Viik Hänninen
Heidi Viik Hänninen is a Support Manager with extensive experience in Customer Relationship Management and Customer Experience Management. She has held various positions in the telecommunications and cloud software industries, currently serving as Support Manager at Sinch and Customer Experience Director at Merlin Systems in Helsinki, Finland.
Current Role at Sinch
Heidi Viik Hänninen serves as the Support Manager at Sinch, a position she has held since 2020. In this role, she is responsible for overseeing the support team, ensuring effective customer service and support operations. Her focus is on enhancing customer experience through efficient management of support processes.
Experience at Merlin Systems
Since 2014, Heidi has worked at Merlin Systems as the Customer Experience Director. In this capacity, she manages the newly established Merlin Customer Management and support team, integrating it with the Service Desk and Service Managers. Her role emphasizes improving customer interactions and satisfaction.
Career Background at TeliaSonera
Heidi Viik Hänninen spent 13 years at TeliaSonera from 1996 to 2009, where she held several positions. This experience provided her with a solid foundation in the telecommunications sector before transitioning to the cloud software industry.
Educational Background
Heidi studied at Aalto University Executive Education Ltd, focusing on Service Design, which she completed in 2018. She also attended Metropolia University of Applied Sciences, where she earned a B.B.A. in International Business Management from 2008 to 2009 and a Master’s Degree in Business Administration, Management, and Operations from 2013 to 2015.
Expertise in Customer Relationship Management
Heidi has extensive experience in Customer Relationship Management (CRM) and Customer Experience Management. Her career has equipped her with expertise in CRM, sales management, support management, and project management, which are integral to her roles in customer-focused positions.