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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.
Senior Premium Assistant Coach
Responsibilities:
- Customer Consultation:
- Provide quality consultation to SAP Concur customer administrators.
- Drive self-guidance efforts among customers to elevate product knowledge.
- Assist customers in optimizing their application use.
- Relationship Building:
- Establish and maintain trusted relationships with customers.
- Serve as a primary contact point and subject matter expert for SAP Concur solutions.
- Product Configuration and Optimization:
- Assist in configuring SAP Concur products for optimal use.
- Provide best practice recommendations tailored to each customer’s needs.
- Solution Assistance:
- Offer solution assistance to resolve customer queries and issues.
- Ensure overall high scoring in customer satisfaction surveys.
- Support and Communication:
- Act as a liaison between customers and internal teams regarding product capabilities and support tickets.
- Communicate effectively on various topics related to SAP Concur Travel, Expense, and Invoice solutions.
Qualifications:
- Communication Skills:
- Excellent verbal and written communication skills are essential.
- Ability to convey complex technical information clearly and understandably.
- Technical and Functional Expertise:
- Become or maintain a status as a functional and technical subject matter expert in SAP Concur products.
- Understand business requirements and translate them into effective solutions.
- Customer Focus:
- Strong customer service.
- Commitment to sustaining customer loyalty through high-quality support and solutions.
- Interest in Solution Delivery:
- Keen interest in delivering solutions that meet business requirements related to SAP Concur applications delivered in the cloud.
- Problem-Solving:
- Ability to independently resolve complex issues and provide innovative solutions.
For someone aspiring to this role, it’s important to cultivate strong communication and interpersonal skills, as well as develop a deep understanding of SAP Concur products and cloud-based solutions. Additionally, fostering an ability to build and maintain trust with clients is crucial for sustained success in this role.
Key Activities:
- Availability and Responsiveness:
- Be consistently available to address and assist with customer requests, including researching, responding, and acting on issues for a dedicated portfolio of customers.
- Maintain timely and effective communication across various platforms such as direct calls, conference calls, screen sharing, emails, cases, and chat.
- Troubleshooting and Coordination:
- Coordinate conference calls involving customers and SAP Concur technical resources to expedite the troubleshooting process when necessary.
- Serve as an escalation point to engage appropriate internal team members to promptly assign tasks and discuss potential resolutions to customer challenges.
- Communicating Difficult Messages:
- Deliver challenging messages when necessary, such as informing customers that a feature request isn’t available or an issue won’t be fixed by R&D.
- Collaborate closely with Customer Development or management when necessary to communicate such messages effectively and sensitively.
- Assisting in Navigation and Contacts:
- Guide customers in navigating and contacting relevant Concur resources, such as Customer Executives, Billing, and Audit Services, as necessary.
- Transparency and Accountability:
- Maintain accountability to customers and team members, ensuring transparency regarding available options and plans for resolving outstanding concerns.
- Ensure customers are informed and aware of the steps being taken to address their issues.
Essential Skills and Attributes:
- Effective Communication: The ability to communicate clearly and sensitively, particularly when handling difficult conversations.
- Problem-Solving: Strong proficiency in identifying issues, coordinating resources, and facilitating swift resolutions.
- Customer-Centric Mindset: A focus on customer satisfaction, transparency, and loyalty through diligent support and clear communication.
- Team Collaboration: Capable of working collaboratively with internal teams and coordinating efforts to address customer challenges comprehensively.
- Accountability: Strong sense of responsibility to both customers and team members for providing timely and effective support solutions.
For success in this role, prioritizing clear and empathetic communication, understanding of SAP Concur products, and prompt resolution of issues are crucial.
Responsibilities:
The responsibilities for a Premium Assistant Coach at SAP Concur encompass a blend of technical, consultative, and customer service skills, with an emphasis on proactive support and operational excellence. Here is a comprehensive overview:
- Product Knowledge:
- Develop and maintain a deep understanding of the functional and technical aspects of SAP Concur products.
- Stay updated on SAP Concurs implementation and support practices and methodologies.
- Policy Compliance:
- Ensure adherence to all corporate policies and principles in daily operations.
- Customer Focus and Empathy:
- Act with the customer’s best interest in mind, demonstrating empathy towards customers facing issues or concerns.
- Provide consultative expertise to guide customers through key decisions, tradeoffs, work scope maintenance, and timeline adherence.
- Organization and Commitment:
- Deliver on commitments with a strong organizational approach, including maintaining a customer’s success plan and fulfilling administrative tasks.
- Ensure all communication is detailed promptly in internal tracking tools.
- Customer Service Excellence:
- Strive for outstanding customer service to achieve high case survey scores.
- Regularly communicate project status with the Customer Success Management team as needed.
- Documentation and Methodology Contributions:
- Contribute to SAP Concur’s project methodology and document library, helping in the development of new documents/processes and updating existing ones.
- Communication and Strategic Insight:
- Communicate effectively with customers about goals, priorities, product roadmaps, monthly releases, and additional services for identified gaps, leveraging business acumen and strategic business perspective.
- Innovation and Integrity:
- Exhibit integrity, savvy, and innovative thinking in all interactions and tasks.
- Configuration and Data Management:
- Perform configuration changes requested by customers.
- Facilitate both manual and automated data imports and exports.
- Usage Gap Identification:
- Assist in identifying usage gaps to increase product adoption levels.
Essential Skills and Attributes:
To excel in this role, one would need to blend technical know-how with customer empathy, strategic insight, and excellent organizational skills, all through a lens of continuous improvement and commitment to customer success.
- Consultative Expertise: Ability to guide customers effectively through decisions, balancing technical knowledge and strategic insights.
- Organizational Skill: Excellent organization to manage commitments, documentation, and communication effectively.
- Empathy and Customer Orientation: Strong customer service orientation, with the ability to empathize and act with the customer in mind.
- Integrity and Innovation: Uphold integrity in all interactions and foster innovation to improve processes and customer experiences.
- Technical Proficiency: Adept at performing configurations and managing data integrations accurately and efficiently.
Physical and Cognitive or Mental Requirements:
Major Job Activities:
- Computer and Keyboard Usage: Frequent use of computers and keyboards throughout most workdays.
- Telephone Communication: Regular use of telephone for business communication.
- Time Pressure: Ability to manage tasks efficiently under time constraints.
- Rapid Work Pace: Capable of sustaining a fast pace of work for extended periods.
- Communication and Interaction: Engaging in frequent interactions and communications with others.
- Concurrent Tasks: Managing multiple tasks simultaneously.
- Stress Management: Ability to perform effectively under stress.
- Reading and Comprehension: Strong reading and comprehension skills.
- Writing: Proficient writing skills for documentation and communication.
- Problem Solving: Strong problem-solving capabilities.
- Confidentiality: Maintaining confidentiality of sensitive information.
Working Environment:
- Work usually requires a commitment of 40+ hours per week for satisfactory performance and responsiveness.
- Flexibility in working hours might be necessary or available.
- Primarily indoors in an office or control room environment.
- Occasional air travel may be required.
Qualifications
Education, Experience & Training:
- Degree: A 2–4-year degree with an emphasis on Accounting or Information Systems is advantageous.
- SAP Concur Proficiency: Familiarity with all three core SAP Concur solutions (Travel, Expense, and Invoice) is preferred.
Experience:
- At least 1 year of experience configuring SAP Concur products is preferred.
- Minimum of 1 year experience in project management, consulting, and/or software configuration.
- At least 2 years of customer service or customer-facing experience.
- Financial Applications: Experience with financial applications and a solid understanding of accounting processes.
Job-specific Skills:
- Problem Resolution: Demonstrated ability to engage with and resolve issues alongside peers and cross-functional teams.
- Negotiation and Presentation: Proven skills in negotiation and effective presentation.
- Communication: Exceptional written and verbal communication abilities.
- Technical Aptitude: Strong technical skills and quick comprehension of technical concepts.
- Organizational Skills: Outstanding organizational capabilities and commitment delivery.
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