Work Area: Customer Service and SupportExpected 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.
Job Overview:
Manage remote implementations of Concur’s Premier Standard Expense service and extended services for North American-based clients. Complete implementations within aggressive timeframe while consistently delivering exceptional levels of work quality and client satisfaction. This position will be based out of Concur’s Manila office and requires working hours aligned to support North American-based clients (Other regions will follow).
Responsibilities
Schedule and conduct client project calls:
Configuration call: review timelines and key milestones, provide consultative advice on how to set up the Expense service via the Concur Platform, provide access to the Deployment Toolkit, facilitate processing of appropriate system setup forms and address client questions
Workflow call: review submission, approval and accounting processes and Processor and Payment Manager tools
Administrative call: review Company Card Administrator and Concur Reporting tools, provide Reporting and Support registration assistance
Miscellaneous project calls as required
Successfully manage multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to Concur’s Standard Operating Procedures (SOPs)
Proactively provide status updates to client team, including Executive Sponsors, to ensure successful and timely implementation
Communicate client status to Implementation Services Manager, consistently and regularly
Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early
Manage the activation of all Concur Add on Services that the client has contracted/follow migration process when applicable
Transition client to Support
Detail all implementation activities and correspondence in internal tracking tools in a timely manner
Accurately track project time allocation on a daily basis and accurately encode time cards
Engaging Customers that are stalling from Implementing/Utilizing that Concur Product. Managing all of your projects that may go “On Hold” and “At Risk”
Participate in various initiatives/pilots as needed by the department in ensuring that we adapt and evolve our processes to ensure that the clients/customers will be happy with how we are implementing Concur
Being responsive on all customer inquiries and being knowledgeable in the Concur Product
Drive adoption and utilization of the Concur Service while making the customer’s overall experience effortless and consistently pleasant
Make our clients successful in rolling out Concur to their Company and assisting/supporting clients when they deploy the Concur
Going beyond to ensure that customers are successful
Partnering with Customers in Delivering features and benefits of the Concur product that will add value for their company
Quickly ramp-up on new releases and product functionality to ensure successful implementation of these features for clients
Meet or exceed expectations for Forecasting, Days to Implement, Days to Transition, Days to Value, Units Deployed, Projects Transitioned, Hours per project, % of projects At Risk/On Hold, Utilization, Survey Returns and Net Promoter/Implementation Satisfaction Scores
Qualifications
Education, Experience & Training
Four-year degree
Previous experience in a role directly interacting with clients, preferably related to implementation or project management
Proven ability to foster internal/external relationships, overcome objections and motivate clients
Strong problem-solving, communication and client management skills
Proven ability to comfortably discuss accounting and financial concepts with varying levels of positions within the client’s organization
Job Specific Specialized Knowledge & Skills
English fluency required
Exceptional written and verbal communication skills
Excellent organization, planning and project management skills
Familiarity with financial, HR and payroll systems a plus
Demonstrated ability to learn new concepts quickly
Accounting industry background desired
Strong working knowledge of software and technology – specifically around web technology, financial system integration and Excel a strong plus
Strong trouble-shooting skills/problem solving skills - ability to critically analyze issues and develop creative solutions
Ability to be self-directed and work independently
Strong computer skills and general technical aptitude
Ability to multi-task and prioritize workload
Ability to be self-directed and work independently
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: Implementation Manager, SAP, ERP, Payroll, Consulting, Technology, Finance, Service
