cfe consultant - night shift (service Administration coach)SAP

What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!
Job Overview
As a Service Administration 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
We are SAP
SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.
Our inclusion promise
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: Americas: or , APJ: , EMEA: .
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:315195 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations:
Requisition ID: 315195
Posted Date: Jun 16, 2022
Work Area: Customer Service and Support
Career Status: Professional
Employment Type: Regular Full Time
Expected Travel: 0 - 10%
Location:
Makati City, National Capital Region (NCR), PH, 1232
Job alert
The key to SAP's success? Our people.
We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.
Driven by innovation? It's in our DNA.
At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.
Got ambitious goals? Achieve them - at SAP.
Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.
SAP

Makati City, Metro Manila
Permanent
Full-time