JOB OVERVIEW
Our SAP Concur Customer Success organization serves as a focal point for our customers to achieve success with Concur. As a CSP Advisor, you will be responsible for a portfolio of Customers by developing long term relationships, measured through revenue growth, retention and advocacy. This is a strategic role working with our key customers, SAP Concur’s internal teams and has central importance to our ongoing success as a company. In this role, you will spend your days partnering with our customers to provide strategic recommendations around maximizing the quantifiable business impact from their subscription with Concur.
Responsibility
- Proactively engage and build partnership with Customer C-suite stakeholders and decision makers to support your clientele throughout the customer life cycle stages, from adoption, consumption, expansion and renewal.
- Meet & achieve Customer Success KPIs on retention, renewal, growth and advocacy.
- Own the Customer’s Success Planning and conduct Customer Business Reviews to drive adoption, consumption and value received from their utilization of the Concur solutions.
- Establish strategic relationship with customers and be seen as a trusted advisor
- Competent in conveying and articulating both quantifiable and qualitative value and impacts to the Customer’s business.
- Work in partnership with Client Sales Executives (CSE) to devise and execute Customer Success and Revenue Plan, by active identification of opportunities through the conversations and review we have with the client, and passing them on to the CSE for further qualification and closure.
- Actively contribute and participate in organizational development, learning and growth projects
- Maintain data integrity through regular and timely updates on the client’s success plan.
- Be a client advocate and a voice of reason as you collaborate across cross functional teams within SAP and Concur.
Skills & Qualifications:
- 3 -8 years of account management or customer engagement experience in managing and growing a portfolio of existing customers
- Cloud customer engagement experience with large global companies with a high-level of complexity, focus and intensity.
- Track record in establishing, maintaining and growing broad and deep relationships within each customer account.
- Experienced in developing advanced account strategies that drive success through delivering value and insight relevant and unique to each customer
- Ability to uncover how a customer defines success and the ability to align that vision with SAP Concur’s value delivery to create enduring trust-based partnerships
- Strong understanding and track record in Customer Life Cycle Management in driving customer adoption and value realization
- Proven track record of exceeding retention and growth targets
- Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers’ matrix environment
- Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions and how we help solve customer business problems
- Strong business acumen and ability to drive a value-based conversation
- Strong conflict management skills. Ability to multitask and leverage the broader internal SAP teams to drive Customer win-win outcomes.
- Facilitate client meetings that measure progress and business impact
- Motivate and mobilize customers and cross functional partners through collaboration and clear communication
- Drive objective achievement through disciplined planning and organization - setting objectives through the development of actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
- Uncover opportunities through analysis, inquisitiveness and a deep understanding of your customer’s business including initiatives and drivers and aligning those to solutions
