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SAP Concur - Preferred Care Manager / CFE Principal Consultant

Datum: 28.07.2019

Standort: Eschborn, HE, DE, 65760

Unternehmen: SAP

Requisition ID: 206843
Work Area: Consulting and Professional Services
Expected Travel: 0 - 30%
Career Status: Berufserfahren
Employment Type: Vollzeit, unbefristet

 

COMPANY DESCRIPTION

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.

 

 

SAP Concur imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, SAP Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. SAP Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 35,000 clients representing more than 27 million users in over 150 countries.

 

The Preferred Care Manager is an expert track individual contributor at a leadership level and  is a high-touch point of client contact accountable to serve the unique and complex needs of SAP Concur’s largest and most complex clients. Functioning in a multi-task role you will be working closely and concurrently with multiple customers to streamline their experience; helping them understand and strategize the best ways to utilize Concur products based on their business needs or plans.
 
Key to success in this position are: ability to build strong relationships throughout all levels of customer organizations, strong organizational skills; accurate, clear written and oral communication skills; the ability to build trust and credibility through timely & accurate communication, development of strong relationships within SAP Concur, as well as strong department and product knowledge. 
 
Responsibilities: 

 

  • Effectively communicate Preferred Care value propositions to customer contacts regarding appropriate preferred care services 
  • Demonstrate a commitment to being customer-centric by ensuring legendary service is provided during every customer interaction across SAP Concur to ensure a high level of client satisfaction and maximize retention
  • Advocate for the needs of the customer internally at all levels
  • Monitor customer utilization of Concur products and services on a continual basis and and proactively reach out to clients as early as possible when risks present themselves
  • Establish and report on a Customer Scorecard that summarizes service accomplishments,outcomes, areas of weakness and customer goals
  • Escalate unresolved client issues as necessary to ensure timely resolution
  • Routinely update the client, following SLA guidelines, on active issues to clarify need, gain additional information or to advise of status
  • Identify and implement improvements to Preferred Care processes, in an effort to streamline and improve the speed and efficiency of the service

 
Position Requirements
 
Job Specific Specialized Knowledge & Skills:

 

  • Strong attention to detail and ability to work efficiently and swiftly
  • Aptitude to analyze a situation and recommend strategies and action plans
  • General understanding of business, financial systems and organizational decision-making
  • Strong written and verbal communication skills in German and English
  • Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve
  • Proven ability to engage and interact with internal teams to resolve issues
  • Self-motivated, able to work independently, as well as part of a team - working well with other team members and keeping all relevant individuals, including management, up to date in a timely manner
  • Strong presentation skills
  • Ability to understand software best practices and capabilities
  • Demonstrable strengths in project and process management

 
 Critical Performance Competencies:

 

  • Business Acumen/Strategic Business Perspective – demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
  • Client Value Creation – demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction and excellent results for the client
  • Influence – uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing Concur’s financial success
  • Technical Aptitude - have a good understanding of Concur technologies and their deployments 
  • Interpersonal – builds and maintains trusting relationships with associates and clients
  • Organized - able to meet deadlines, work under pressure, and deliver on many things at once
  • Personal/ Professional Effectiveness – demonstrates ability to be self-directed and self-motivated
  • Develop in-depth knowledge of our products, services and how they relate to customers’ needs
  • Accountability – holds self and others accountable for results 

 

Your career at Concur is what you make of it. You can forge your own path, work in different offices, switch business units or solve a problem that no one has before. We’re inspired by change and by each other which is a major contributing factor to how we have retained the innovative culture that has created a market leading team of more than 8500 colleagues.

 

 

SAP'S DIVERSITY COMMITMENT

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 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: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com, EMEA: careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

 

Successful candidates might be required to undergo a background verification with an external vendor.