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.

Job Overview

The Senior Premium Coach serves as a strategic leader and subject matter expert responsible for delivering high‑quality consultation to SAP Concur customer administrators. This role drives customer self-sufficiency, deepens product expertise, and enhances overall application optimization. The Senior Premium Coach leads by example through elevated customer engagement, mentoring team members, influencing best practices, and strengthening long-term customer loyalty.

Senior Premium Coaches build trusted relationships, provide advanced configuration support, offer best‑practice recommendations, and guide customers through complex solution decisions. In addition, they act as a senior escalation point for both customers and internal teams, ensuring timely, transparent, and effective resolution of issues. They consistently demonstrate strong leadership, communication, and strategic insight across SAP Concur’s Travel, Expense, and Invoice solutions.

Key Responsibilities

Customer & Engagement

• Serve as a senior point of contact, consistently available to support customer portfolios through research, response, and action.
• Lead and coordinate high‑impact customer calls involving SAP Concur technical and functional resources to accelerate issue resolution.
• Communicate complex or sensitive messages (e.g., R&D limitations, unavailable features) with tact, empathy, and clarity; coach others on effective messaging.
• Guide customers in navigating SAP Concur resources including Customer Executives, Billing, Audit Services, and Support.
• Use a wide range of communication channels (direct calls, email, chat, conference calls, screen sharing, case updates, etc.).
• Provide leadership in managing escalations by engaging the right cross-functional teams, driving accountability, and unblocking customer challenges.
• Model transparency by outlining options, next steps, and realistic expectations for customers.

Coaching & Team Contribution

• Mentor junior coaches and peers, offering guidance on product knowledge, customer communication, and troubleshooting strategy.
• Contribute to team performance by sharing insights, leading knowledge‑sharing sessions, and improving internal processes.
• Support leadership initiatives by representing the coaching function in strategic discussions, pilot programs, and cross‑departmental efforts.
• Demonstrate thought leadership by proposing improvements to SAP Concur methodologies, documentation, and tools.

Consultative & Technical Expertise

• Maintain advanced understanding of SAP Concur’s functional and technical capabilities across all core solutions.
• Provide consultative guidance to customers, helping them evaluate trade-offs, understand impacts, and maintain scope alignment.
• Identify usage gaps and recommend additional services or optimizations to increase adoption.
• Perform and oversee configuration changes, ensuring quality and accuracy.
• Facilitate complex data imports/exports, both automated and manual.
• Stay informed about product updates, roadmap changes, and continual enhancements.

Operational Excellence

• Maintain strong organization and follow-through, including updates to customer success plans and key administrative responsibilities.
• Deliver exceptional customer service with a focus on high case survey scores.
• Document all communication thoroughly and promptly in internal tracking systems.
• Partner with Customer Success Management on project status, risk updates, and strategic customer discussions.

Competencies

• Leadership & Mentorship
• Strategic Business Perspective
• Customer Advocacy
• Innovation & Process Improvement
• Communication Excellence
• Integrity & Professional Judgment
• Technical Aptitude & Problem Solving

Physical & Cognitive Requirements

Physical:

• Prolonged computer and keyboard use
• Frequent telephone communication
• Ability to work under time pressure and extended periods of focused effort
• Regular interaction and communication with customers and internal teams

Cognitive:

• Managing multiple concurrent tasks
• Performing under stress
• Strong reading, writing, and problem‑solving skills
• Maintaining confidentiality
• Continuous customer contact

Work Environment:

• Indoor office setting
• Occasional travel may be required

Working Hours:

• Typically 40+ hours per week to meet objectives and ensure timely responsiveness
• Flexible scheduling may be needed

Qualifications

Education, Experience & Training

• 2–4 year degree (Accounting or Information Systems focus preferred)
• Proficiency in SAP Concur Travel, Expense, and Invoice strongly preferred
• Minimum 1 year hands‑on configuration experience with the SAP Concur suite
• Minimum 1 year of project management, consulting, or software configuration experience
• Minimum 2 years in customer‑facing or service‑oriented roles
• Experience with financial applications and accounting processes
• Strong organizational ability and consistent delivery on commitments

Specialized Knowledge & Skills

• Advanced problem‑solving and resolution skills
• Proven ability to lead cross-functional collaboration
• Strong negotiation and presentation abilities
• Exceptional written and verbal communication
• High technical aptitude and ability to quickly learn complex concepts

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, 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 annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 66,900 - 139,400 USD. The actual amount to be offered to the successful candidate 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. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

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

Requisition ID: 445148 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid