CTE Consultant

Job Description

We help the world run better
At 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.

What you’ll do

As an Activation Coach, you will be responsible for activating, configuring, and/or consulting on SAP Concur products and services. Coaches manage low to medium complexity projects, milestones, cases, budgets, resources, and timelines — driving customer satisfaction and success. They develop strong relationships and work effectively across groups, teams, and organizational boundaries.

SMB Delivery

• Provide real-time digital chat support to customers during dedicated hours, resolving issues and keeping activations on track.
• Manage onboarding activities, project reviews, stalled inventory, and escalations, documenting all interactions in Salesforce and Gainsight for full transparency and cross-team collaboration.
• Activate and manage projects end-to-end.
• Provide support through a shifting schedule model designed to align with business and customer needs across EMEA, APAC, and North America time zones, helping ensure consistent service coverage, timely issue resolution, and high-quality customer experience.

Drive Customer Success

• Provide consultancy on customer solutions within the scope of SAP Concur products and services.
• Prepare, design, activate, and maintain SAP Concur configurations to meet customer requirements.
• Apply best practice configurations and deliver recommendations aligned to customer needs.
• Contribute to team achievement of key performance indicators.

Build Relationships

• Develop and maintain customer relationships that support high-quality delivery and customer success.
• Build peer relationships to share knowledge and contribute to the broader community.

Gain Expertise

• Continuously develop SAP Concur product, process, and system knowledge by following the Level Up Program Guidelines (minimum Level 2 for both Expense and Invoice).
• Manage deliverables and maintain data hygiene.
• Participate in community forums such as Lunch and Learns, Ask a Mentor calls, Invoice Community Calls, SMB Community Calls, and Gainsight Calls.
• Participate in short-term business initiatives and remain consistently engaged.

Performance Expectations

• Consistently achieve QCD goals for Productivity, Customer Satisfaction and Efficiency.
• Achieve an "Exceptional" QCD level on a minimum rolling 4-quarter average for promotion consideration (at Manager's discretion).

What you bring

Action Oriented — You take on new opportunities and tough challenges with urgency, energy, and enthusiasm. You initiate timely action, move quickly to seize opportunities, and resolve problems without procrastination.

Collaboration — You build partnerships and work collaboratively to meet shared objectives. You share information openly, involve others appropriately, encourage unity, and welcome the ideas and input of your peers.

Effective Communication — You communicate clearly, concisely, and professionally across multiple audiences. You listen actively, share updates proactively, and produce thorough and accurate written documentation.

Conflict Management — You handle conflict situations constructively, with a minimum of disruption. You remain open to alternative views, express differing opinions tactfully, and seek common ground to build agreement.

Customer Focus — You build strong customer relationships and deliver customer-centric solutions. You anticipate customer needs, follow up to ensure issues are resolved, and continuously look for ways to improve customer experience.

Interpersonal Savvy — You relate openly and comfortably with diverse groups of people. You build rapport through shared interests, exercise diplomacy in challenging situations, and respond appropriately to social cues.

Nimble Learning — You actively learn through experimentation, embracing both successes and failures as learning opportunities. You apply new concepts quickly, enjoy testing new ideas, and adapt rapidly when facing new situations.

Planning and Alignment — You plan and prioritize work in alignment with organizational goals. You balance planning with action, build realistic timelines, and proactively anticipate and minimize bottlenecks.

Drives Results — You consistently achieve meaningful results, even under tough circumstances. You maintain high personal standards, show determination in the face of obstacles, and drive tasks to successful completion.

Self-Development — You actively seek growth through formal and informal channels. You identify clear development goals, seek feedback, take initiative to apply new skills, and pursue additional responsibilities to broaden your expertise.

Situational Adaptability — You adapt your approach in real time to match shifting demands. You recognize cues for change, remain flexible across different situations, and continuously assess whether your current approach is working.

Instills Trust — You earn the confidence of others through honesty, integrity, and authenticity. You honor commitments, show consistency between words and actions, and always uphold professional codes of conduct.

Bring out your best
SAP 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.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

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

Requisition ID: 453419 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid