Complete proactive customer outreach at all stages of the customer lifecycle
Meet & achieve account retention, pipeline building and revenue goals
Conduct Success Planning and Customer Business Review to drive adoption and expansion of services
Work in partnership with Client Sales Executives to identify upsell and cross-sell opportunities, and support delivery of add-on revenue goals
Establish strategic relationship with customers as trusted advisor, drive customer value realization
Contribute to process development and organizational growth projects
Maintain a clean book of business, ensure data integrity for the business
Be a client advocate and a voice of reason as you cross-collaborate across internal teams
Be a Concur product expert
Skills & Qualifications:
5-7 years of account management or customer engagement experience in managing and growing a portfolio of existing customers
Account management experience with large global companieswith a high-level of complexity, focus and intensity.
Track record in establishing, maintaining and growing broad and deep relationships within each customer account.
Experience 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 Concur’s delivery of value to create long term mutual 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 revenue targets
Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers
Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems
Strong business acumen and ability to drive a value based conversation
Anticipate, identify and meet your customers’ needs
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 opportunity through analysis, inquisitiveness and a deep understanding of your customer’s business including initiatives and drivers and aligning those to solutions
Thrive in an entrepreneurial and fast paced and evolving environment
Position Requirements:
B.S. or B.A. required
This role will be based out of our Shenzhen/Shanghai office
5-7 years in Customer Success, Customer Engagement or Account Management role in China
Must be fluent in English and have worked in an English environment.
Enterprise Software & SaaS industry experience preferred
Must be a strong team player, can work collaboratively across multiple teams
Strong written and verbal communication skills, including negotiating skills
Passionate with a can-do attitude
Strong problem solving skills. Aptitude to analyze a situation, define key objectives, make recommendations and execute on action plans.