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.

SUMMARY

We are looking for passionate individuals whose responsibility will be to welcome and consult with our SAP Concur Expertise & Care customers, mainly in EMEA North
When our clients adopt our services, you will serve as the primary point of contact for assigned client portfolio and service requests, coordinating internal teams to deal with client´s escalations and requests. You will also be working on guidance, configuration and best practice advice to a portfolio of more than 200 clients from all around the world. No routine guaranteed!

REQUIREMENTS

• English and French
• Previous experience with customer facing role (min 1 year)
• Education bachelor’s degree in any field or equivalent work experience
• Affinity for software and technology
• Ability to be self-directed and work independently
• Escalation management
• Task oriented
• Customer management skills
• Excellent communication skills
• Strong organizational skills
• Strong analytical and problem-solving skills

Coordination Tasks

• Escalation management: coordination and documentation of customer escalations
• Triage: review and route client queries and service requests to appropriate teams
• Manage project transition processes within our CRM solution

Consulting Tasks

• Maintain, configure, and administer the SAP Concur site of our customers and provide best practice advice and guidance.
• Work directly with administrators of clients that acquired a version of an “Expertise & Care” service on top of the standard support that SAP Concur is providing.
• Cooperate closely with other teams within SAP Concur.
• On clients’ request, organize operational calls to discuss changes in the configuration.
• Ensure that clients stay informed of the new features available through the monthly release calls.

Sounds demanding? Don’t worry! We will support you by:

• Providing extensive training on our products and processes.
• Giving the opportunity to learn from the most experienced mentors.
• Assigning you a dedicated “Buddy” to provide guidance