SAP Concur- Senior Client Success Advisor

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.

Role: Senior Client Success Advisor:

Role Overview:

Our client success organization serves as the focal point for our at-risk clients to re-engage and achieve success with SAP Concur. As a Senior Client Success Advisor, you will be responsible for managing and engaging with customers who delay their activation of core projects, while also leading global efforts to reduce revenue loss from material breach. This senior-level role expands beyond standard advisory duties to serve as a strategic leader in revenue protection. You will pioneer processes to mitigate financial risk, reduce terminations due to material breach, and drive high-level cross-functional partnerships across the SAP Concur Enterprise and Small/Mid-Market business units.

Key Responsibilities:

Strategic Revenue & Risk Mitigation:

• Revenue Protection: Drive higher predictable revenue by creating and implementing processes to reduce client terminations due to non-payment (material breach).
• Risk Analysis: Mitigate risk and attrition by treating past-due billing as an early risk indicator for customer health.
• Innovation: Build proactive methods to identify potential risk and create semi-automated mitigation processes.
• Financial Partnership: Partner with the SAP Cash Collections and Accounts Receivable teams to create clear, effective communications for past-due clients.
• Root Cause Diagnosis: Coordinate with Client Success, Sales, and Implementation Services to identify if past-due status is a symptom of larger post-sale service or product execution issues.

Client Engagement & Activation:

• Activation Strategy: Consult with customers and provide alternative activation solutions to re-engage with the Activation team.
• Strategic Influence: Engage with multiple layers of client stakeholders to understand their desired outcomes and influence their commitment to complete activation.
• Engagement Tactics: Implement strategies to improve client responsiveness, deployment, and revenue recognition.
• Problem Solving: Proactively identify solutions for mitigating customer cancellations and extended delays in activating core products.

Cross-Functional Leadership & Data Advocacy:

• Business Unit Integration: Work cross-functionally with both SAP Concur Enterprise and SAP Concur Small/Mid-Market (SMB) Business Units.
• Trend Analysis: Work cross-functionally with Sales and Services to identify trends with at-risk customers and solutions to prevent delays.
• Data-Driven Influence: Gather and present compelling data and trends to upstream partners to inform decisions and mitigate future escalations.

Core Metrics (2026):

• Payment Velocity: Shorten "Time to Payment" for past-due customers.
• Automation Adoption: Increase the auto-pay customer base.
• Revenue Collection: Achieve specific collection goals.
• Retention: Decrease the volume of terminations due to material breach (non-payment).
• Cloud Revenue: Increase revenue recognition for in-term collection efforts.

Skills & Qualifications:

• Proven Results: Proven track record of exceeding retention targets.
• Portfolio Management: Successful experience managing a portfolio of 100+ clients in the SMB space.
• Communication: Excellent verbal and written communication skills.
• Mobilization: Ability to mobilize customers and cross-functional partners through collaboration.
• Technical Aptitude: Strong technical aptitude to understand and identify "path forward" solutions.
• Analytical Thinking: Inquisitive and able to uncover customer needs via open-ended questions.
• Adaptability: Excel at working with ambiguity and a desire to create new processes and procedures.
• Organization: Highly organized and able to manage many activities and deadlines.

Position Requirements:

• Education: B.S. or B.A. required.
• Experience: 5+ years in Customer Success or Account Management.
• Software Proficiency: 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, 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 $121,000- $261,800(USD) 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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Requisition ID: 444520 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid