sap concur - client success manager (vsb) Night Shift - makatiSAP

Requisition ID: 277237
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
Job Overview:
The Client Success Manager - VSB (Very Small Business) 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 support/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.
Value 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 SAP Concur's financial success
Interpersonal - builds and maintains trusting relationships with associates and clients
Change Management - initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace
Energy/Drive - exhibits strong desire to achieve
Personal/ Professional Effectiveness - demonstrates ability to be self-directed and self-motivated
Intelligence - acquires understanding and absorbs new information rapidly
Planning and Organizing - optimizes use of time and resources to achieve desired results
Accountability - holds self and others accountable for results
Fully proficient in focusing energy on achieving and facilitating progress towards desired results
Maintains composure and focus under pressure and takes a disciplined approach to clear objectives
Displays passion for & responsibility to the customer
Displays a passion for what you do and a drive to improve
Displays a relentless commitment to win
Displays personal & corporate integrity
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WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment - apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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: ).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
SAP

Manila City, Metro Manila
Permanent
Full-time