Consulting and Professional Services

Global Strategy & Programs Senior Consultant

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!  

 

We offer limited full time contract due to maternity leave cover.

 

As a Global Strategy & Programs Senior Consultant for EMEA Enterprise Customer Success, you will be responsible for managing and executing strategic initiatives that deliver high-impact scale and efficiency to the Customer Success organization and our 3,500+ customers. This is a strategic role working with SAP Concur’s Customer Success leadership and SAP Concur’s internal teams and has central importance to our ongoing success as a company. This role will have a high degree of cross-functional engagement, customer focus and executive visibility. 

The successful candidate is a team player who thinks strategically. You thrive in taking ownership and getting results. You are an organized self-starter who is comfortable managing multiple projects at once and enjoys working in a fun, fast paced team.

 

In this role you will:

• Oversee run-the-business activities in partnership with the regional leaders to ensure process alignment, visibility, adherence associated with our Customer Success operating model (examples include quarterly business reviews, beginning of quarter/year portfolio changes, MBO documentation, CRM data integrity monitoring, process reinforcement, escalation assistance)

• Disseminate information, communicate, and follow up on action items and support feedback loop as related to global initiatives and product strategy to be supported in region

• Develop strong cross-functional relationships and influence collaborative efforts; build reputation as a trusted advisor

• Partner with internal stakeholders on engagement and communication models, and refine as necessary to enhance the process

• Demonstrate a solid understanding of SAP Concur’s organization, functional areas, products & services, and standard processes for servicing our customers

• Exhibit proficiencies in utilizing the designated systems for historical reference, account research and root cause analysis.

• Provide consultative support to our Customer Success Partners (CSPs) to drive resolution of a wide range of customer satisfaction issues and fend off risk; influencing the consistent use of standard operating procedures & best practices

• Identify and prioritize action items to improve both the customer and employee experience

• Reviewing top level escalations with Leadership to remove roadblocks     

 

Job Specific Specialized Knowledge & Skills:

• Strong communication skills (both verbal and written), interpersonal skills and documentation skills; must be able to effectively communicate to both leaders, peers and other stakeholders

• Ability to influence others and adapt to working with a diverse group of individuals

• Strong analytical, problem-solving skills, time management and prioritization skills

• Passion for our customers and a drive for making their experience better

• Ability to adjust to changing demands and shifting priorities

• Must be team oriented, self-motivated, and able to work with minimal supervision

• Proven agility to work in a fast-paced and ever-changing environment

• Creative thinking and sharp decision-making abilities

• Language requirements: English (French or German as a second language a plus)

• Technology application experience with Salesforce, Gainsight, Tableau, Smartsheet and Marketo is preferred; eager to dive in and learn new applications required

• Practical experience with Concur T&E is preferred        

 

Responsibilities:

• Utilize CRM and other tools to conduct customer and performance analysis and research

• See conflict as opportunity and can assess situations and find common ground quickly

• Aggregate and summarize needs/priorities/feedback across region to provide a loud, constructive customer voice back into our business to influence continuous improvement

• Coach and mentor colleagues on standard processes and methodologies for resolving customer issues and adhering to our Center of Excellence Operating model

• Drive complex discussion and coordination to remove roadblocks between cross functional teams (sales, delivery, support, client dev, product)

• Determine root cause and recommend potential next steps to improve process efficiency

• Build consensus, create momentum, and work well cross-functionally with other departments and varying levels of management

• Know how to get things done through formal channels and informal networks

• Thrive in an entrepreneurial and fast paced and evolving environment

• Occasionally, be available for internal calls across global time zones

• Be aware of, and comply with, all corporate policies

 

Education, Experience and Training required:

  • Bachelor’s degree or equivalent experience
  • Four or more years of experience in a cloud support or customer success role interfacing with customers
  • Four or more years of experience resolving complex issues requiring collaboration with cross-functional resources & handling challenging communications with tact
  • 3+ years’ experience in program or project management role for a tech or consumer company a plus
  • Product or R&D experience a plus
  • Travel industry experience a plus
  • Ability to pass a background check

 

 

 

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 339492  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Limited Full Time   | Additional Locations: #LI-Hybrid.
 

Requisition ID:  339492
Posted Date:  Jun 19, 2022
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Limited Full Time
Expected Travel:  0 - 10%
Location: 

Prague 5, CZ, 158 00

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