SAP Concur - Client Success Manager

SAP•Lake Mary, FL

9d•$78,000 - $180,700•Hybrid

About The Position

As a Client Success Manager (CSM), you will be a trusted advisor, maximizing customer value by delivering solution area expertise to customers and their line of business while adding value through rapid adoption and consumption of solutions. SAP Concur is the world’s leading provider in Travel, Expense and Invoice Management. You will work closely with colleagues across SAP Concur and our partners. You will coordinate internal SAP and partner resources to ensure value delivery. We have a deep-rooted culture of innovation, a fundamental commitment to equity and belonging, and a focus on enriching the lives of all of those in our community.

Requirements

Strong executive presence and relationship building skills
Deep knowledge of business models, strategies, and line of business processes
Proven ability to handle difficult customer situations and discuss complex issues with customer Admins and Executives
Experience with cloud software solutions and delivery models
Ability to apply risk-mitigation strategies to customer situations
Knowledge of SAP Concur solutions and the business processes they enable
Bachelor's degree or equivalent required
Experience in business software
Knowledge of SAAS
Strong program/project management and organization skills
Relationship-driven mindset with excellent verbal and non-verbal communication skills
Experience driving renewals, expansions, and up-sells of our solutions

Nice To Haves

Business Acumen
Complex Problem Solving
Effective Communication
Customer Orientation
Establish Trust
Influencing Skills
Key Performance Indicators (KPIs)
Artificial Intelligence
Software-as-a-Service
Technology Innovation
SAP Concur Products & Services
Customer Value
Account Governance
Account Strategy
Customer Success Management
Customer Retention
Relationship Building
Technology Solution Adoption
Overcoming Objections

Responsibilities

Build deep relationships with various stakeholders and earn trusted advisor status with customers
Identify new opportunities for customers to leverage new or expanded SAP Concur solutions
Mitigate churn and manage renewals of SAP Concur solutions/services
Identify sales leads and support sales in expansion and upsell efforts
Manage through crisis and de-escalate customer situations
Identify a client's desired outcomes and assist them in achieving these mutual agreed upon goals
Solely build a territory plan to proactively engage customers throughout their lifecycle journey
Contribute to process development and organizational growth projects
Drive renewals, expansions, and up-sells of our solutions