Requisition ID: 214402
Work Area: Solution and Product Management
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
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.
SAP Concur is the world's leading provider of integrated travel, expense, and invoice management solutions, driven by a relentless pursuit to simplify and automate these everyday processes. SAP Concur, a top-rated app, guides employees through every trip, charges are effortlessly populated into expense reports, and invoice approvals are automated. By integrating near real-time data and using AI to audit 100% of transactions, businesses can see exactly what they're spending without worrying about blind spots in the budget. SAP Concur eliminates yesterday's tedious tasks, makes today's work easier, and helps businesses run at their best every day
The Global Product Senior Consultant role is responsible for being a central point of contact and SME to our customers for SAP Concur's add on products. This senior-level role includes providing consulting services (on site and via phone) to enable customers to realize the full value of select products, including:
Researching the history of the original sale of the solution
Assessing and addressing the current state
Presenting with clarity the value of the solution
Setting achievable adoption goals,
Walking customers through enablement steps
Sharing and advising on best practices and end user adoption solutions
Working to resolve customer issues to and troubleshoot
Help customers realize the full value of products
Our Product Consultants are the primary point of contact for our solutions, both with internal client teams and externally with our customers; stewarding the relationship with the client in all matters related to the product and working collaboratively with client executives within the broader Client Success, Client Support, Travel Success and other relevant teams that work directly with our clients. This role will also work cross-functionally to surface client feedback and inform roadmap prioritization with Global Product Marketing, Traveler Marketing, Product Management and other internal teams to coordinate and streamline all customer-facing efforts and conversations.
In addition to the above, the Global Product Senior Consultant plays a key role in helping shape our Customer Success program. Senior consultant is expected to do all of the above with an assigned set of key customers, and additionally work to help develop materials, marketing strategies, operational solutions, technical documentation, process documentation, cross-functional project management and other various assignments in order to support the growth of this program. These roles are seen as leaders on the team and also participate in mentorship opportunities with other consultants and interns throughout the year. Additional responsibilities may include (but are not limited to):
Develop custom and scalable marketing and program materials to be shared with team, internal stakeholders and customers.
Define and outline customer program expectations, process and overall operational flow.
Create templates for scalable reporting.
Coordinate customer event related activities for 12-15 global events/year.
Establish advocacy program, work with Concur PR teams to extend reach of program.
Lead team meetings, setup cadence for team and customer advocacy activities.
Expand program into global markets, lead development of new customer programs.
Technical, program, field and customer-facing marketing documentation creation.
10+ years' experience in a Client Account Management, Implementation/Solution, Consulting, Client Success or other Client/Customer Services capacity
Very high attention to detail and expert project management skills
Proven success on projects with heavy dependencies on cross functional teams
Expertise in identifying and presenting to customers the core value of a solution
Adept at problem solving and answering technical and non-technical questions given limited information
Able to remain positive in the face of criticism and frustration
Experience building programs, process and methodologies around adoption and enablement
Analytical and creative thinker; able to use abstract data to disseminate best practices to customers
Competent with numbers, technical facts, and fluid product environments
Incredible clarity of written and oral communication
Comfortable presenting to various senior level stakeholders
Ability to work with ambiguity
Cross-functional team player
Drive for results, Passion for customers
BA/BS degree required
Financial or travel industry experience preferred.
Knowledge of Concur products a plus.
Project management experience a plus.
Ability to pass a background check.
Position Location: Bellevue, WA
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 interested in applying for employment with SAP and 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). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
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