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SAP Concur - Program Manager Job

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Date: May 22, 2019

City: Bellevue, WA, US

Company: SAP

Requisition ID: 215793
Work Area: Consulting and Professional Services
Expected Travel: 0 - 20%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2

Hiring Manager: Kim Cervenka

Recruiter Name: Heather Horton




SAP 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.

Seeking a highly motivated, self-starter to join a team of bright, collaborative program managers focused on driving innovation and scale. You will partner with Customer Success, Account Management, Marketing, Sales, and other Senior Leaders to prioritize and lead key global customer initiatives. You will design, manage, and launch new programs to increase customer value, retention, and revenue growth.  


An ideal candidate is highly collaborative, strategic, creative, tech-savvy, and process/detail-oriented. You’re a strong analytical thinker who enjoys using data analysis and problem-solving skills to design innovative solutions to transform the business. You are an excellent communicator and out-of-the-box thinker. You are excited to work with a collaborative team that values personal development, diversity & inclusion, trust, and has a shared passion for leading innovation and delivering results.




  • Evaluate, prioritize, & lead customer success innovation across the company
  • Provide internal strategic consulting to drive innovation & operational excellence
  • Build & launch programs to address top customer challenges/opportunities
  • Work with Leaders across the globe to design solutions for their international Markets
  • Analyze disparate sources of customer data to build data-driven solutions
  • Proactively recommend system & process improvements using feedback, performance, & trends
  • Manage customer success platform roadmap priorities
  • Actively participate in frequent Agile/Scrum meetings to collaborate with Customer Operations team
  • Keep big picture in mind to drive focus while ensuring organizational goals are met
  • Drive initiatives from concept through launch & beyond
  • Design solutions with clear ROI & business impact
  • Create KPIs, measure results, & provide regular reporting on progress & impact
  • Mitigate risk, drive initiative timelines & ensure successful launch of all initiatives
  • Be a catalyst for ongoing optimization efforts to drive continued success of initiatives post-launch
  • Lead cross-functional alignment to drive scale & consistency across the customer success platform
  • Drive work & coordination with stakeholders across Client Success/Account Management, Sales, Marketing, Professional Services, BI, IT, & Customer Operations
  • Provide regular & timely communication of status & progress towards goals
  • International travel (Europe/Asia) may be necessary for some global initiatives (est.1-3 trips per year)



Education, Experience & Training required:

  • 3+ years of program management experience, preferably for B2B SaaS company
  • Customer Success or Sales experience and/or Business Operations experience
  • PMI, Six Sigma or equivalent certification preferred
  • Experience working with Agile methodology
  • Experience with Customer Success programs/process/tools is preferred
  • Experience in driving large-scale, company-wide Change Management activities
  • Bachelor’s degree required


Job Specific Specialized Knowledge & Skills:

  • Solid process & analytical skills tied with creative thinking & sharp decision-making abilities
  • Understanding of customer lifecycle & common touchpoints across Marketing, Sales, Customer Success/Account Management, Professional Services & Support teams
  • Ability to prioritize competing priorities & meet tight deadlines
  • Ability to say No! You’ll have to make tough calls to focus on most impactful work
  • Proven success in defining & documenting scalable solutions
  • Ability to analyze data & connect the dots, making recommendations to management & project team members in a timely manner
  • Use consistent program management processes & delivery framework
  • Experience in business operations optimization, including, but not limited to: common sales processes, account management, customer success management, billing, contracts, renewals, service terminations, commissions, analytics/dash-boarding, organization restructuring, best practices, etc.   
  • Ability to build consensus, create momentum, & work well cross-functionally with other departments & varying levels of management
  • Proven success in building, analyzing, & monitoring KPI, financial data, & success measures
  • Strong stakeholder management skills with focus on listening to stakeholder & customer needs
  • Excellent, accurate, & effective oral & written communication skills
  • Ability to learn & adapt to new technologies & principles
  • Positive, customer-focused interpersonal skills & attitude
  • Must be team oriented, self-motivated, & able to work with minimal supervision
  • Significant personal initiative, high energy with a “can do” attitude & professional drive
  • Exhibit & lead with strong change management skills
  • Proven agility to work in a fast-paced & ever-changing environment
  • Ability to manage both short-term and long, multi-year initiatives at same time
  • Experience with: Agile methodology, Microsoft Suite of applications (with strong emphasis on PowerPoint, Project, Word & Excel), Smartsheet, Tableau, Cognos, Salesforce platform, & Customer Success programs/tools (Gainsight/Totango).



Critical Performance Competencies:


  • Planning & Organizing
  • Program Management Methodology
  • Creativity
  • Communication
  • Challenge Complexity
  • Results-Driven
  • Change Agility & Management
  • Customer Lifecycle Management
  • Analytics Capabilities
  • Problem Solving
  • Process Management
  • Organizational Agility
  • Leadership Skills
  • Customer Focus
  • Business Acumen
  • Accountability
  • Political Savvy
  • Innovative Thinking
  • Time-Management
  • Organizing
  • Multitasking
  • Presentation Skills
  • Action Oriented
  • Teamwork & Collaboration
  • Dealing with Ambiguity
  • Decision Quality


To 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 interested in applying for employment with SAP and 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: Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations :

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Program Manager, SAP, ERP, Consulting, Manager, Management, Technology