SAP Concur - Sales Ops Process Mgt Associate

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

POSITION DESCRIPTION:

The Operations Associate is responsible for managing tasks, tools, and programs associated with the support of various internal SAP Concur departments and SAP Concur clients. This role reports to the Supervisor, Manila Global Customer Strategy Operations. This role works closely with assigned Client Development representatives to ensure that high levels of client retention and high levels of client satisfaction are realized; and to give Customer Engagement Executives more time to be strategic in their roles.
This position will be based out of SAP Concur’s Manila office and may require working overnight hours aligned to support US-based clients and personnel.

EDUCATION, EXPERIENCE & TRAINING REQUIRED:

• 
  
  
  
• English fluency required

• College degree
• Minimum of two years of experience in a fast-paced client services organization
• Ability to pass a background check

JOB SPECIFIC KNOWLEDGE & SKILLS:

• 
  
  
  
• Communication skills:

• Effective interpersonal and communication (oral & written) skills required.
• Good knowledge of grammar and spelling
• Capacity to work co-operatively with others to achieve results
• Ability to confidently speak to customers and internal stakeholders
• Time management:
• Ability to prioritize
• Attention to detail and deliverable timeliness
• Proactively manage multiple tasks
• Tools knowledge:
• Working knowledge of word processor and spreadsheet programs (i.e. Excel, Word, and PowerPoint)
• Experience working in a CRM such as Salesforce
• Experience working with Reporting tool, such as Cognos
• Data analysis experience

• Prepare content for client business reviews and follow up on client requests for information resulting from those reviews
• Interpret Client contract terms; validate billing amounts against the contract terms
• Manage and close sales opportunities, obtaining client signatures on contracts and ensuring all order documentation is completed
• Manage a multi-step communication task to completion, ensuring that client communications are documented, internal and external notifications are made, and follow up calls and escalations are handled in a timely manner
• Utilize tools and systems proficiently to track activity and insure knowledge base integrity
• Review data from multiple sources to ensure accuracy and applicability to context of request
• Ensure responses to assigned tasks are within SLAs and according to guidelines
• Work cross-functionally to research disputes and/or escalations to gather supporting documentation along with compiling a historical framework to support decisions and correction actions
• Interact closely with Client Development, IT, R&D, Support, Finance, and Implementation teams
• Maintain a strong passion for solving problems and helping internal and external customers
• Escalate unresolved issues as necessary to ensure timely response
• Other duties as assigned by the Supervisor and Director
• Be aware of, and comply with, all corporate policies
• As this role is evolving and expanding, more tasks and assignments will be assigned in the future to support other departments within SAP Concur.