Client Success Manager

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

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.

We win with inclusion
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.