Job Description

We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now!
JOB DESCRIPTION:
The Client Success Manager – Community First role is a client-facing resource for small to mid-size accounts delivering account management to the customer AFTER the sales cycle has completed. The role encompasses ongoing guidance, business strategy and advice, and overall account portfolio management and oversight. As a customer advocate, the Client Success Manager is one of the client’s primary points of contact responsible for orchestrating activities within Concur to deliver a superior client experience. This role focuses on ongoing relationship-building and proactive account management activities, promoting overall customer satisfaction, product adoption, retention and up-selling. The role manages diverse, high profile and/or key accounts.
Responsibilities:

• Account Management skills are CRITICAL to this role.
• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.
• Engage cross-functional resources both internally and with customer organizations to solve problems.
• Effectively manage time, workload and shifting priorities.
• Monitor quality of work and identify opportunities for continual improvement.
• Communicate effectively with customers both verbally and in writing.
• Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.
• Understand and explain features and benefits of the product line as it relates to customer needs.
• Meet or exceed customer expectations by anticipating and resolving their issues.
• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
• Document interactions and issues in our CRM system.
• Facilitate and prepare customers for quarterly and/or bi-annual business reviews.
• Identify and implement specific strategies to increase utilization and adoption for overall client portfolio.
• Be aware of, and comply with, all corporate policies.
• MUST be a team player, including Coaching/Mentoring – new hires or other team members.
• MUST be willing to work in the Night Shift.

Education, Experience & Training:

• BA/BS degree or equivalent experience.
• Minimum 2-3 years’ experience in client service capacity with high level of interaction with internal/external clients and partners.
• Software industry experience preferred.
• Ability to pass a background check.

Value Competencies: Business Acumen/Strategic Business Perspective – demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
Client Value Creation – demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction and excellent results for the client
Influence – uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing SAP Concur’s financial success
Interpersonal – builds and maintains trusting relationships with associates and clients
Change Management – initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace
Energy/Drive – exhibits strong desire to achieve
Personal/ Professional Effectiveness – demonstrates ability to be self-directed and self-motivated
Intelligence – acquires understanding and absorbs new information rapidly
Planning and Organizing – optimizes use of time and resources to achieve desired results
Accountability – holds self and others accountable for results
Fully proficient in focusing energy on achieving and facilitating progress towards desired results
Maintains composure and focus under pressure and takes a disciplined approach to clear objectives
Displays passion for & responsibility to the customer
Displays a passion for what you do and a drive to improve
Displays a relentless commitment to win
Displays personal & corporate integrity
We build breakthroughs together SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together. We win with inclusion SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 342021 | Work Area: Sales | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.