Sales Ops Process Mgt Specialist

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Position Description:

The Operations Specialist is responsible for managing tasks, tools, and programs associated with the support of various internal SAP Concur departments and SAP Concur clients. This role reports to the Supervisor, Manila Global Customer Strategy Operations. This role works closely with assigned Client Development representatives to ensure that high levels of client retention and high levels of client satisfaction are realized; and to give Customer Engagement Executives more time to be strategic in their roles.

This position will be based out of SAP Concur’s Manila office and may require working overnight hours aligned to support US-based clients and personnel.

Responsibilities:

• Prepare content for client business reviews and follow up on client requests for information resulting from those reviews
• Interpret Client contract terms; validate billing amounts against the contract terms
• Manage and close sales opportunities, obtaining client signatures on contracts and ensuring all order documentation is completed
• Manage a multi-step communication task to completion, ensuring that client communications are documented, internal and external notifications are made, and follow up calls and escalations are handled in a timely manner
• Utilize tools and systems proficiently to track activity and insure knowledge base integrity
• Review data from multiple sources to ensure accuracy and applicability to context of request
• Ensure responses to assigned tasks are within SLAs and according to guidelines
• Work cross-functionally to research disputes and/or escalations to gather supporting documentation along with compiling a historical framework to support decisions and correction actions
• Interact closely with Client Development, IT, R&D, Support, Finance, and Implementation teams
• Maintain a strong passion for solving problems and helping internal and external customers
• Escalate unresolved issues as necessary to ensure timely response
• Other duties as assigned by the Supervisor and Director
• Be aware of, and comply with, all corporate policies
• As this role is evolving and expanding, more tasks and assignments will be assigned in the future to support other departments within SAP Concur. 

Education, Experience & Training required:

• • English fluency required
  • College degree
  • Minimum of five years of experience in a fast-paced client services organization
  • Ability to pass a background check

Job Specific Knowledge & Skills:

• • Communication skills:
    • Effective interpersonal and communication (oral & written) skills required.
    • Good knowledge of grammar and spelling 
    • Capacity to work co-operatively with others to achieve results
    • Ability to confidently speak to customers and internal stakeholders
  • Time management:
    • Ability to prioritize
    • Attention to detail and deliverable timeliness
    • Proactively manage multiple tasks
  • Tools knowledge:
    • Working knowledge of word processor and spreadsheet programs (i.e. Excel, Word, and PowerPoint) 
    • Experience working in a CRM such as Salesforce
    • Experience working with Reporting tool, such as Cognos
    • Data analysis experience

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​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 402754  | Work Area: Sales Operations  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.