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Care Services Consultant

1 week ago

Makati City, National Capital Region, Philippines SAP Full time

About the Role

As a Care Services Consultant at SAP, you will be responsible for managing a diverse portfolio of clients across multiple regions, ensuring exceptional service and customer satisfaction.

You will provide expert guidance supporting product capabilities and project management, while maintaining accountability for the entire customer communications experience. Exceptional communication skills are essential, along with a strong focus on delivering cloud-based solutions that effectively meet business requirements in Travel, Expense, Request, and Invoice management via cases and/or projects.

Key Responsibilities

  • Gaining a deep understanding of the client's business needs to ensure optimal system configuration and exceed expectations.
  • Communicating with clients through various channels (phone, chat, online case/email, or project) to discuss goals, priorities, product roadmaps, monthly releases, and suggest additional services to address identified gaps.
  • Performing and implementing configuration changes as requested by the client to align with their evolving needs.
  • Providing ongoing strategic guidance to clients, ensuring their business requirements are met and recommending improvements where applicable.
  • Identifying usage gaps and offering solutions to enhance product adoption and overall satisfaction.
  • Advocating for clients internally, ensuring issues are addressed by relevant teams within SAP Concur.
  • Creating and submitting Product Enhancement requests when necessary, ensuring alignment with client needs and the scope of SAP Concur products and services.
  • Developing and implementing interfaces and programs that enhance product capabilities, automate processes, and improve the efficiency of work packages assigned to the team.

Requirements

  • Strong written and verbal communication skills, with the ability to clearly convey information and engage with a diverse audience.
  • Proven experience in client-facing or customer service roles, with a demonstrated ability to build strong relationships and manage expectations.
  • Strong stakeholder management skills, capable of engaging and collaborating with key customer contacts to drive success.
  • Analytical problem-solving skills, with the ability to identify issues, dive deep into challenges, and implement effective solutions.
  • Excellent organizational and planning abilities, ensuring the consistent delivery of commitments and on-time results.
  • Strong persuasion and influence skills, enabling you to guide stakeholders toward achieving desired outcomes.
  • Proficiency in programming languages such as Python and Java, with a focus on leveraging these skills for internal projects.
  • Programming language background, Java or C variants.
  • Solid technical knowledge in AI and Robotic Process Automation (RPA), with an understanding of how these technologies integrate into business processes.
  • Experience with SaaS, SAP Concur or Cloud solutions, travel & spend management, is a plus.
  • Ability to perform under pressure and effectively manage multiple concurrent tasks without compromising quality.
  • Willingness to commit to 40+ hours per week, ensuring strong job presence, responsiveness, and the accomplishment of performance objectives.
  • Flexible working hours may be required to meet business needs and ensure optimal customer service.
  • In-office presence required for 80% - 100% of the workweek.

About the Team

This team is responsible for managing a diverse portfolio of clients, delivering tailored solutions and industry best practices to ensure overall satisfaction and optimal adoption with SAP Concur products and services throughout the entire customer lifecycle.

Join a Purpose-Driven Team

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. We are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

We Win with Inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. 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.

Equal Opportunities Employer

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.