We help the world run better
At SAP, we keep it simple: you bring your best to us, and well bring out the best in you. Were builders touching over 20 industries and 80 of global commerce, and we need your unique talents to help shape whats next. The work is challenging : but it matters. Youll find a place where you can be yourself, prioritize your wellbeing, and truly belong. Whats in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
About the role
The Client Success Manager is responsible for partnering with SMB customers to drive adoption of the SAP Concur platform and associated services, demonstrate value and deliver business outcomes. Ensuring consistently high levels of satisfaction and retention within the assigned client base is vital. The Client Success Manager will proactively contact clients on a regular basis to uncover opportunities for increased utilization and adoption as well as opportunities for upsell. Additionally, Client Success Managers will develop and maintain strong relationships with internal partners and clients to assist in identifying, prioritising and resolving any challenges or concerns. This position is structured as a primarily remote delivery model with a high:volume account base and moderate travel, including attending the SAP UK office in Feltham at least once per week.
Responsibilities:
Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
Identify and execute business strategy for assigned client segment. Work cross:functionally to execute on individual client strategies. Identify opportunities for adding greater value.
Identify opportunities for additional ARR by proactively contacting clients on a regular basis and developing strong relationships with sales to strategically manage clients to leverage upsell opportunities.
Identify and implement specific strategies to increase utilization and adoption for overall client portfolio.
Develop qualified references by establishing credibility and responsiveness with assigned clients. Ensure clients receive appropriate acknowledgement for providing references.
Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions.
Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients.
Participate on cross:functional teams to discuss accounts and look for trends or commonalities. Ensure the best interests of both clients and Concur are being fairly and objectively represented.
Identify and execute business strategies that contribute to the success of the key metrics of the position : retention, upselling, increased utilization/adoption, contractual compliance and opportunities for expansion.
Other duties/special projects as assigned.
Be aware of, and comply with, all corporate policies.
Education, Experience and Training Preferences:
BA/BS degree or equivalent experience.
Minimum of 5 years' experience in client service capacity with high level of interaction with internal/external clients and partners.
Software, finance or travel industry experience preferred.
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 the financial success of SAP Concur
Interpersonal : builds and maintains trusting relationships with associates and clients
Change Management : initiates, manages or par