CTE Consultant/Sr Consultant - Premium Assistant/Coach

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.

SMB Service Delivery- Premium Assistant / Coach, Customer Value – Expertise & Care

Meet Your Team

Our Premium Assistant Coaches play a vital role in delivering an exceptional experience for SAP Concur customers. They serve as trusted consultants, technical problem‑solvers, and product experts—helping customers maximize the value of their Travel, Expense, and Invoice solutions.

As dedicated advisors, Premium Assistant Coaches provide high‑quality consultation to SAP Concur customer administrators. They empower customers with self‑guidance, deepen product knowledge, and optimize configurations to ensure smooth system usage and long‑term adoption. Acting as both functional and technical subject‑matter experts, the team supports everything from product capabilities to troubleshooting support tickets, always with a proactive and customer‑focused approach

This position will be based out of Bangalore office and requires working hours & days aligned to support North America based clients.

What you’ll Build

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.
• Act as an escalation point and collaborate internally and discuss possible resolutions to customer’s challenges in a timely manner.

Premium Assistant Coach Responsibilities:

• Develop and maintain functional and technical product knowledge.
• 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.
• 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.
• 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.
• Be Innovative and 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.

What you Bring

• Total of 5 to 8 Yrs with minimum of 4 yrs relevant Experience
• Experience in client-facing/service roles
• Experience in finance/accounting or project management
• Experience using Concur.
• Independent learner, eager to seek out information from available resources. Willing to ask questions through multiple channels.
• Have a high technical and problem solving/business consulting aptitude, confident working with multiple software systems.
• Excellent communication and interpersonal skills, including experience successfully delivering presentations or training.
• Ability to handle various projects simultaneously; adapts quickly and easily – manages multiple deadlines and multiple competing priorities in a fast-paced, rapidly changing environment.
• Comfortable working with diverse project teams and across time zones

#CTET2

#CTET3

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: 447466 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid