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Cloud Services Technical Customer Success Manager, SAP Concur Job

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Date: Aug 14, 2019

City: Maidenhead, LND, GB

Company: SAP

 

 

Requisition ID: 220129
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

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.

 

ABOUT THE PRODUCT

SAP Concur takes companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. Our global expertise, industry-leading innovation and dynamic ecosystem of diverse partners and applications unlock powerful insights that help businesses reduce complexity and see spending clearly, so they can manage it proactively.

 

PURPOSE & OBJECTIVE

There is an incredible transformation happening in the global technology space. Industries are transforming the way they are organized and deliver their services. As such, SAP Concur is going through a DevOps technology transformation.
As a Technical Customer Success Manager, your goal will be to engage with our internal engineering teams (internal customers) to help them achieve their desired outcomes. Your performance will depend on your ability to identify customer needs, create actions plans to help them derive more value from our Products/Services, solve real-time challenges, while building and maintaining strong relationships.  In this cross-functional role, you can expect to work with multiple teams across our technology organization, examples include: Engineering, Service Engineering and Enablement, Product Management, PMO and CPA. As a customer advocate and evangelist, you will be responsible for conducting regular communication and engagement activities to internal customers to drive education & adoption of our product and services, collect feedback, and maintain high Customer Satisfaction levels. This position is designed for an experienced Technical Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. A well-structured and innovative mindset is key to this role as well as the motivation to drive customer success.

 

RESPONSIBILITIES

  • Act as an ambassador, evangelist and trusted advisor to internal Cloud Services customers / engineering teams.
  • Be the voice of the customer to increase awareness and improve strategic decision-making activities. This includes driving feedback/requirements into Product Management team.
  • Create and deliver engaging content to internal customers, Service teams and Leadership. Content includes: presentations, demos, blogs, white papers, videos.
  • Fully understand and evangelize the features / benefits of our Product and Services as it relates to customer needs.
  • Engage and connect cross-functional resources across the technology organization to solve customer needs.
  • Exceed customer expectations by anticipating and resolving their technical issues in a timely fashion. Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
  • Identify and implement action plans to increase utilization and adoption of applicable Product and Services.
  • Facilitate and prepare customers quarterly and/or bi-annual business reviews with customer locations to share achievements and upcoming activities.
  • Create and deliver monthly status reports to Leadership showcasing achievements, issue management, opportunities and action plans.

 

QUALIFICATIONS / COMPETENCIES

  • Bachelor’s degree or equivalent.
  • 5+ Years of experience in a Technical Customer Success role.
  • Prior coding knowledge/experience in at least one programming language (Java, Ruby, Python etc.).
  • Experience/knowledge of Cloud technologies (AWS highly desirable).
  • Proven experience in managing customer relationships with ability to be empathic and helpful.
  • Aptitude to analyze a situation, define key objectives, and recommend strategies and action plans.
  • Excellent organizational and time management skills, with ability to prioritize effectively.
  • Entrepreneurial drive and comfort working in ambiguous, quick-changing environments.
  • Excellent executive-level communication, presentation and interpersonal skills.
  • Enthusiast, strong work ethic and a positive attitude.

 

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 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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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

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