CTE Consultant

2 weeks ago

Bengaluru, India SAP Full time

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

SMB Service Delivery- Premium Assistant / Coach, Customer Value – Expertise & Care

As market leader in enterprise application software, SAP Concur empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

Joining SAP Concur means becoming part of a team dedicated to your ideas and individual growth. A team that recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible, and inclusive work environment. Our team is committed to diversity, equity, and inclusion, and we work to ensure that our team members feel they belong , are valued, appreciated, and engaged .

Job Overview: A Premium Assistant Coach is responsible for providing quality consultation to SAP Concur customer administrators, driving self-guidance while elevating product knowledge, optimizing their application and sustaining customer loyalty. Their duties include building trusted relationship with customers, configuring SAP Concur products, providing best practice recommendations, solution assistance to ensure overall client satisfaction is met. Premium Assistant coach will work closely as the functional, technical subject matter expert to communicate with customers regarding a variety of topics ranging from product capabilities to support tickets.

This position will be based out of SAP Concur Bangalore office and requires working hours & days aligned to support North America based clients.

Activity with all Customers:

Premium Assistant coaches will be made consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers. 

Coordinate conference calls with customers and SAP Concur technical resources to expedite troubleshooting when necessary. 

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

Assist customers navigating, contacting Concur resources, i.e. Customer 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. 

Act as an escalation point and collaborate internally and discuss possible resolutions to customer’s challenges in a timely manner. 

Premium Assistant Coach Responsibilities: 

Develop and maintain functional and technical product knowledge. 

Provide consultative expertise to the customer, including guiding customers through key decisions and tradeoffs to maintain work scope and timeline.

Stay organized and deliver on commitments, including updating and maintaining customer’s success plan and fulfilling administrative responsibilities. 

Provide contributions to SAP 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 SAP Concur’s implementation and support practices and methodologies.

Consistently communicate project status with Customer Success Management team as needed. 

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

Be Innovative and 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.

Qualifications:

Min 5+yrs of experience

Experience in client-facing/service roles

Experience in finance/accounting or project management

Experience using Concur.

Independent learner, eager to seek out information from available resources. Willing to ask questions through multiple channels.

Have a high technical and problem solving/business consulting aptitude, confident working with multiple software systems .

Excellent communication and interpersonal skills, including experience successfully delivering presentations or training.

Ability to handle various projects simultaneously; adapts quickly and easily – manages multiple deadlines and multiple competing priorities in a fast-paced, rapidly changing environment.

Comfortable working with diverse project teams and across time zones

SAP’s Diversity Commitment:

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage these 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.

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