Concur - Service Assistant Coach, Standard - Night Shift

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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.

Job Overview

As a Service Assistant Coach, you are responsible for providing training, best practice recommendations, configuration assistance as well as support for a portfolio of customers, beginning with newly signed customers. You will establish a trusted relationship with your customers, providing them training and solution assistance as they request it to ensure customer's overall satisfaction with Concur products and services throughout the life of the client. You will work closely as a functional and technical subject matter expert to communicate with customers regarding a variety of topics, ranging from product capabilities to support tickets. You will manage and maintain customer configurations; adding, editing or removing configurable options as requested by the customer.

The Service Administration Coach will be responsible for ensuring customer satisfaction through clear communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel, Expense and Invoice delivered in the cloud is essential.

Service Administrator Responsibilities

Understand your client's business requirements in order to best configure the system and exceed client expectations. You will:

• As requested, communicate (via phone, chat or online case/email) with the client, discussing: goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps
• Assist in identifying usage gaps to increase adoption levels.
• Perform configuration changes as requested by the customer.
• Facilitate manual and automated data imports and exports.
• Create and submit any Solution Suggestion according to client needs and scope of Concur products/services

Activity with all Clients

• Make yourself consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers.
• Coordinate conference calls with customers and Concur technical resources to expedite troubleshooting when needed.
• Communicate difficult messages, such as 'R&D won't fix', 'Feature request not available in the current product', when necessary, or work closely with Client Development or management to communicate messages.
• Assist clients navigating, contacting Concur resources, i.e. Client Executive, Billing, and Audit Services, as necessary.
• Mediums of communication can involve and are not limited to direct calls, conference calls, screen sharing, emails, cases, chat, etc.
• Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure client issues are addressed in a timely manner
• You will be accountable to the customer and to each other in solving the problem and providing transparency to your clients so they are aware of options and plans to resolve any outstanding concerns.
• Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client's challenges

General Responsibilities for Service Administration Coaches

• Develop and maintain functional and technical product knowledge.
• Be aware of, and comply with, all corporate policies.
• Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
• Detail all communication in internal tracking tools in a timely manner.
• Provide contributions to Concur's project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
• Develop and maintain knowledge of Concur's implementation and support practices and methodologies
• Consistently communicate project status with Client Success Management team as needed

Qualifications

Education, Experience & Training required:

• BA/BS or equivalent experience is desired
• Previous experience implementing software and/or hosted software applications strongly preferred
• Experience with Concur software solutions required
• Experience with Travel Management and/or online booking tools highly desirable
• Project Management experience is a plus
• Management consulting experience is a plus
• Software design and configuration experience is a plus
• Technical file integration experience is a plus
• Consulting in a client facing environment is a plus
• Spanish or second language fluency is a plus
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

• Experience with software as a service preferred.
• Experience developing manual procedures, and supporting curriculum development and training efforts.
• Process Review and Development
• Successful experience working directly with customers.
• Effective verbal and written communication skills.
• Demonstrated ability to prioritize and manage workflow to meet deadlines.
• Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
• Excellent organizational and planning skills.
• Communication Planning
• Learning Services (Knowledge Transfer) planning

Critical Performance Competencies:

• Personal Professional Effectiveness
• Communication and Influence
• Planning and Organizing
• Partnering
• Process Management / Quality
• Decisiveness / Judgment
• Business Acumen/Strategic Business Perspective
• Integrity/Savvy
• Innovation

Value Competencies:

• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• 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

EEO:

• Equal Opportunity Employer, M/F/D/V.

Physical and Cognitive or Mental Requirements:
Major Job activities – physical requirements:

• Use of computer and keyboard for extended periods of time on most or all workdays
• Use of telephone – throughout the workday as needed to conduct business
• Working under time pressure
• Working rapidly for long periods
• Communicating and interacting with others

Major Job activities – mental requirements:

• Multiple concurrent tasks
• Ability to perform under stress
• Reading and comprehension
• Writing
• Problem solving
• Confidentiality
• Customer contact

Working environment (where major activities are carried out):

• Indoors in an office or control room
• Occasional air travel may be required

Working hours:

• 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
• Flexibility as to the specific working hours may be required or available

​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:

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