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Client Success Manager - SMN UK Job

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Date: May 20, 2019

City: Maidenhead, ENG, GB

Company: SAP


Requisition ID: 218717
Work Area: Presales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

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.



The client success manager is responsible for helping clients achieve their desired business outcomes by adopting the SAP SAP Concur platform.


The client success manager (CSM) is a strategic partner for clients on matters to do with their SAP Concur services.   Regular contact with named customers each month will be required and the CSM will be able to confidently manage face to face or telephone meetings, discuss the customers services and help navigate any challenges the customer might have deploying and managing their SAP SAP Concur solution.


Key Responsibilities:

  • Helping clients and SAP SAP Concur achieve success with a mutually beneficial relationship.
  • Customer retention
  • Develop broad and deep account strategies that drive success through delivering value and insight relevant and unique to each customer
  • Tying in client potential need with SAP Concurs services, thereby helping generate opportunities.
  • Overall customer satisfaction
  • Engaging with the client and the Regional Sales Executive in the event of product expansion opportunities
  • Ensuring the customer is educated about how to navigate SAP Concur to access the relevant support services they might require to operate their SAP Concur services
  • Acts as an escalation point to the client in the event of unresolved questions or issues
  • Helps the customer buy ad-hoc consultancy services from SAP Concur
  • Working with Account Management team to facilitate or deliver a program of education and meetings with client groups
  • Ensuring customer information and contact records are updated in Salesforce


Key Performance Indicators

  • Customer Satisfaction Survey NPS
  • Customer retention
  • Increased customer spend
  • Client references & case studies


Qualifications & Experience


  • 3 - 5  years managing customer relationships in a sales related environment - either via the phone or face to face
  • Experience in a SaaS company would be beneficial but not a pre-requisite
  • Use/knowledge of Finance ERP systems useful


Job Specific Specialized Knowledge & Skills:

  • Strong interpersonal skills – able to network and communicate confidently across all parts of the organisation
  • Resourceful – leveraging all resources both internal and externally to help meet customer needs
  • Finance, Accounts Payable knowledge would be an advantage
  • Confident dealing with Higher Management inside SAP Concur and the customer
  • User knowledge of Salesforce from a Sales perspective.
  • Ability to negotiate effectively with clients


Critical Performance Competencies:

  • Priority setting and organizational skills
  • Time management
  • Ability to multi-task and manage a large portfolio of clients
  • Strong relationship skills – both in developing relationships with the customer and within SAP Concur.
  • Ability to manage issues with diplomacy
  • Driving for results on behalf of the client
  • Strong written and verbal communication skills


Value Competencies:

  • Displays passion for & responsibility to the customer
  • Displays a relentless commitment to succeed
  • Displays personal & corporate integrity



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.

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: or, APJ:, EMEA:

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

Additional Locations

Job Segment: Accounts Payable, ERP, Manager, SAP, Pre-Sales, Finance, Technology, Management, Sales