Work Area: SalesExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
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 Senior Manager, 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.
Responsibilities:
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 insure 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 Senior Manager
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.
Education, Experience, Training:
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:
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
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WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENTTo harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: ********** or **********, APJ: **********, EMEA: **********).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:Job Segment: ERP, SAP, Sales, Operations, Technology, Research
