SAP Concur-Client Success Advisor, SMB

SAP • Toronto, ON

1d • CA$77,800 - CA$178,200 • Hybrid

About The Position

The Client Development organization at SAP Concur serves as the focal point for at-risk clients to re-engage and achieve success with SAP Concur. As a Client Success Advisor, you will be responsible for managing and engaging with SMB customers who delay their activation of core projects. This individual will strategize with internal stakeholders and external customers to identify challenges and provide solutions on reengagement to complete their activation.

Requirements

• B.S. or B.A. required
• 3+ years in Customer Success, Account Management
• Proficient in Salesforce and Gainsight
• Proven track record of exceeding retention targets
• Successful experience managing a portfolio of 100+ clients in the SMB space
• Excellent verbal and written communication skills
• Strong technical aptitude to understand and identify path forward solutions
• Comfortable gathering data and using it to create a clear business case for change across multiple teams
• Analytical, inquisitive and able to uncover customer needs via open-ended questions
• Highly organized, able to manage many activities and deadlines
• Excel at working with ambiguity and a desire to create processes and procedures
• Thrive in an entrepreneurial, fast-paced, and evolving environment
• Mobilize customers and cross functional partners through collaboration and clear communication
• Functional proficiency in English is required for positions based in the Quebec.

Responsibilities

• Proactively identify solutions for mitigating customer cancellations and extended delays in activating their core products purchased
• Implement engagement strategies improving client responsiveness, deployment and revenue recognition
• Work cross-functionally with the Sales and Services organizations to identify trends with at-risk customers and solutions to prevent customer delays
• Consult with customers and provide alternative activation solutions to reengage with the Activation team
• Present compelling data and trends with upstream partners to inform decisions and mitigate future escalations
• Build a proactive method to identify potential risk and create a semi-automated mitigation process
• Engage with multiple layers of a client stakeholders to understand their desired outcomes and influence their commitment to complete activation

Benefits

• Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
• SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
• SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity.
• A summary of benefits and eligibility requirements can be found by clicking this link: www.SAPNorthAmericaBenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level