SAP SAP CONCUR - Service Administrator Coach Job in Manila, Philippines

Requisition ID: 194847

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.

Job Overview

As a Service Administration Coach, you are responsible for providing training, best practice recommendations, configuration assistance as well as support for a portfolio of customers, beginning with newly signed customers. You will establish a trusted relationship with your customers, providing them training and solution assistance as they request it to ensure customer’s overall satisfaction with Concur products and services throughout the life of the client. You will work closely as a functional and technical subject matter expert to communicate with customers regarding a variety of topics, ranging from product capabilities to support tickets. You will manage and maintain customer configurations; adding, editing or removing configurable options as requested by the customer.

The Service Administration Coach will be responsible for ensuring customer satisfaction through clear communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel, Expense and Invoice delivered in the cloud is essential.

Service Administrator Responsibilities

Understand your client’s business requirements in order to best configure the system and exceed client expectations. You will:

  • As requested, communicate (via phone, chat or online case/email) with the client, discussing: goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps

  • Assist in identifying usage gaps to increase adoption levels.

  • Perform configuration changes as requested by the customer.

  • Facilitate manual and automated data imports and exports.

  • Create and submit any Solution Suggestion according to client needs and scope of Concur products/services

Activity with all Clients

  • Make yourself consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers.

  • Coordinate conference calls with customers and Concur technical resources to expedite troubleshooting when needed.

  • Communicate difficult messages, such as ‘R&D won’t fix’, ‘Feature request not available in the current product’, when necessary, or work closely with Client Development or management to communicate messages.

  • Assist clients navigating, contacting Concur resources, i.e. Client Executive, Billing, and Audit Services, as necessary.

  • Mediums of communication can involve and are not limited to direct calls, conference calls, screen sharing, emails, cases, chat, etc.

  • Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure client issues are addressed in a timely manner

  • You will be accountable to the customer and to each other in solving the problem and providing transparency to your clients so they are aware of options and plans to resolve any outstanding concerns.

  • Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client’s challenges

General Responsibilities for Service Administration Coaches

  • Develop and maintain functional and technical product knowledge.

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

  • Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.

  • Detail all communication in internal tracking tools in a timely manner.

  • Provide contributions to Concur’s project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.

  • Develop and maintain knowledge of Concur’s implementation and support practices and methodologies

  • Consistently communicate project status with Client Success Management team as needed

Qualifications

Education, Experience & Training required:

  • BA/BS or equivalent experience is desired

  • Previous experience implementing software and/or hosted software applications strongly preferred

  • Experience with Concur software solutions required

  • Experience with Travel Management and/or online booking tools highly desirable

  • Project Management experience is a plus

  • Management consulting experience is a plus

  • Software design and configuration experience is a plus

  • Technical file integration experience is a plus

  • Consulting in a client facing environment is a plus

  • Spanish or second language fluency is a plus

Job Specific Specialized Knowledge & Skills:

  • Experience with software as a service preferred.

  • Experience developing manual procedures, and supporting curriculum development and training efforts.

  • Process Review and Development

  • Successful experience working directly with customers.

  • Effective verbal and written communication skills.

  • Demonstrated ability to prioritize and manage workflow to meet deadlines.

  • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.

  • Excellent organizational and planning skills.

  • Communication Planning

  • Learning Services (Knowledge Transfer) planning

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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