SAP Concur, Premium Assistant Coach

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Job Overview

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 should be communication skills and an interest in the delivery of solutions to meet business requirements related to SAP Concur Travel, Expense and Invoice delivered in the cloud is essential.

Activity with all Customers

• Premium Assistant coaches will be made consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers.
• Coordinate conference calls with customers and SAP Concur technical resources to expedite troubleshooting when necessary
• Communicate difficult messages, such as ‘R&D won’t fix’, ‘Feature request not available in the current product’, when necessary, or work closely with Customer Development or management to communicate messages.
• Assist customers navigating, contacting Concur resources, i.e. Customer 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.
• Premium Assistant coach is accountable to the customer and to each other in solving the problem and providing transparency to the customers, 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 customer’s challenges in a timely manner

Premium Assistant Coach Responsibilities:

• 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
• Provide consultative expertise to the customer, including guiding customers through key decisions and tradeoffs to maintain work scope and timeline

• Stay organized and deliver on commitments, including updating and maintaining customer’s success plan and fulfilling administrative responsibilities
• Deliver outstanding customer service to achieve high case survey scores
• Detail all communication in internal tracking tools in a timely manner
• Provide contributions to SAP 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 SAP Concur’s implementation and support practices and methodologies

• Consistently communicate project status with Customer Success Management team as needed
• Business Acumen/Strategic Business Perspective
• Integrity/Savvy
• Innovation
• As requested, communicate (via phone, chat or online case/email) with the customer, 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

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

Qualifications

Education, Experience & Training required:

• 2-4 year degree with Accounting or Information Systems emphasis a plus
• Proficient in all 3 core SAP Concur solutions (Travel, Expense & Invoice) preferred
• Minimum of 1 year of experience configuring SAP Concur product suite services highly preferred
• Minimum of 1 year of project management, consulting and/or software configuration experience

• Minimum of 2 year experience in customer-facing/service roles
• Experience with financial applications and knowledge of accounting processes
• Strong organizational skills and ability to deliver on commitments

Job Specific Specialized Knowledge & Skills:

• 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

We build breakthroughs together

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.

We win with inclusion

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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 55,800-119,300 USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits.

Requisition ID: 385481 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid