SAP Concur-Client Success Advisor, SMB

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.

SAP Concur | Client Success Advisor

Our Client Development organization serves as the focal point for our at-risk clients to re-engage and achieve success with SAP Concur. As a Client Success Advisor, you will be responsible for managing and engaging with SMB customers who delay their activation of core projects. This individual will strategize with internal stakeholders and external customers to identify challenges and provide solutions on reengagement to complete their activation.

A Client Success Advisor will:

• Proactively identify solutions for mitigating customer cancellations and extended delays in activating their core products purchased
• Implement engagement strategies improving client responsiveness, deployment and revenue recognition
• Work cross-functionally with the Sales and Services organizations to identify trends with at-risk customers and solutions to prevent customer delays
• Consult with customers and provide alternative activation solutions to reengage with the Activation team
• Present compelling data and trends with upstream partners to inform decisions and mitigate future escalations
• Build a proactive method to identify potential risk and create a semi-automated mitigation process
• Engage with multiple layers of a client stakeholders to understand their desired outcomes and influence their commitment to complete activation

Skills & Qualifications:

• Proven track record of exceeding retention targets
• Successful experience managing a portfolio of 100+ clients in the SMB space
• Excellent verbal and written communication skills
• Strong technical aptitude to understand and identify path forward solutions
• Comfortable gathering data and using it to create a clear business case for change across multiple teams
• Analytical, inquisitive and able to uncover customer needs via open-ended questions
• Highly organized, able to manage many activities and deadlines
• Excel at working with ambiguity and a desire to create processes and procedures
• Thrive in an entrepreneurial, fast-paced, and evolving environment
• Mobilize customers and cross functional partners through collaboration and clear communication

Position Requirements:

• B.S. or B.A. required
• 3+ years in Customer Success, Account Management
• Proficient in Salesforce and Gainsight

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.

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 77800-178200CAD. 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. A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

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: 455023 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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