SAP Concur

We help the world run betterAt 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.

Premium Assistant - Overview

Premium Assistant provides a strategic and customized level of personal engagement support to help our customers optimize the SAP Concur platform and alleviate low value tasks while also assisting the customer in strategies and best practices to promote process excellence and drive growth within their business. The service helps complete our support portfolio, providing customers with the right choice for their needs. This custom, collaborative partnership will help speed ROI, increase policy compliance, drive user adoption, and take spend management to the next level.

A Premium Assistant Coach is responsible for providing quality consultation to SAP Concur customer administrators, driving self-guidance while elevating product knowledge, optimizing their application and sustaining customer loyalty. Their duties include building trusted relationship with customers, configuring SAP Concur products, providing best practice recommendations, solution assistance to ensure overall high scoring satisfaction customer survey is met. Premium Assistant coach will work closely as the functional, technical subject matter expert to communicate with customers regarding a variety of topics ranging from product capabilities to support tickets.

Primary competence in communication and an interest in the delivery of solutions to meet business requirements related to SAP Concur Travel, Expense, and Invoice is essential.

Expectations & Tasks

• Develop and maintain functional and technical product knowledge
• Be aware of, and comply with, all corporate policies and principles
• Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns
• Stay organized and deliver on commitments, including updating and maintaining customer's success plan and fulfilling administrative responsibilities
• Detail all communication in internal tracking tools in a timely manner
• Manage projects, cases, escalations and/or other units of work
• Assist in identifying usage gaps to increase adoption levels
• Perform configuration changes as requested by the customer
• Strong problem resolution skills – proven ability to engage and interact with peers and cross-functional teams to resolve customer issues
• Proven negotiation and presentation skills
• Exceptional written and verbal communication skills
• Strong technical aptitude and ability to understand technical concepts quickly

Experience & Functional Requirements

• Experience with Concur Expense, Travel, and Invoice preferred
• Experience with project management or consultancy role preferred
• Strong knowledge of customer care techniques and processes
• Ability to manage client communications proactively
• Exceptional analytical and listening skills
• Ability to operate well in a team environment
• Bachelor's degree in any field or equivalent work experience supporting financial software or any cloud-based product
• Minimum 3 years of experience in troubleshooting and/or in a highly focused customer service role, highly preferred

Bring out your bestSAP 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.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

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