Customer Success Partner Advisor

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Position Description 

Under moderate supervision, the Specialist will assist the Client Success Management Team with their day-to-day tasks – from processing contract requests, credit memos, and client disconnects, to performing ad-hoc tasks such as, but not limited to, creation of reports and dashboards using the CRM Tool. This role is client interfacing and will also require interaction with internal clients from different departments across SAP, more particularly the Concur business. Key to success in this position are: ability to process the mentioned tasks in a timely and accurate manner, communicate effectively with different departments within the organization, make significant suggestions, feedback, and actions in improving the current processes, and the endless pursuit to learning.

Responsibilities:

• Create customer contracts for add-on services, set-up fees, ramp terms, payment method change, billing cycle change, tier, and other product changes using our internal contract system (currently BMI).
• Create and submit credit memos requested by our customers. This includes collecting and attaching relevant supporting information, detailing the situation at a high level and having a thorough understanding of Concur’s credit philosophy.
• Liaise and communicate with clients to request for information and to provide information regarding the status of their request.
• Assist with the internal processing of customer terminations, whether service terminations or system shutdown requests.
• Review and assign client emails as necessary, within the prescribed service level agreements, to Client Success Managers received through the Client Success email alias.
• Generate and monitor the status of billing tickets in the event of client disputes over charges that are not in accordance with contract terms.
• Document account interactions, client issues, and actions taken in our internal CRM tool.
• Participate in team discussions with a focus on identifying trends or commonalities in credits and terminations, in an effort to communicate and develop practices that reduce the volume of credits and terminations.  Ensure the best interests of both clients and Concur are being fairly and objectively represented in these discussions.
• Identify and implement improvements to these processes, in a continuous effort to streamline and improve the speed and efficiency of the work.
• Other duties/special projects as assigned.
• Be aware of, and comply with, all corporate policies.

Position Requirements 

Qualifications

Education, Experience & Training required:

• • Minimum of 3 years experience in client service capacity with a high level of interaction with internal/external clients and partners.
  • BA/BS degree 
  • Software as a Service (SaaS) industry experience with high volume account base 
  • Ability to pass a background check.

Job Specific Specialized Knowledge & Skills:

• • Strong attention to detail and ability to work efficiently and swiftly.
  • Aptitude to analyze a situation and recommend strategies and action plans.
  • General understanding of business, financial systems and organizational decision-making.
  • Strong written and verbal communication skills.
  • Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
  • Proven ability to engage and interact with internal teams to resolve issues.
  • Planning and organizational capabilities.
  • Ability to give presentations to an audience of various size.
  • Ability to understand software best practices and capabilities
  • Knowledge of Salesforce.com and BMI is helpful.

Critical Performance 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 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

Value Competencies:

• • Displays passion for & responsibility to the customer
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

EOO:

• Equal Opportunity Employer, M/F/D/V

Physical and Cognitive or Mental Requirements:

Concur is a dynamic, growing and fast-paced organization.  As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.

Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’.  Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.

Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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: 399043  | Work Area: Sales  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.