What you'll do:
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.
- 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
What you bring:
- 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
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.
We live by our values and are committed to demonstrating them daily:
Our Values |
Make a Difference |
Professional Skills |
Complex Problem Solving |
Effective Communication |
Establish Trust |
Influencing Skills |
Key Performance Indicators (KPIs) |
Artificial Intelligence |
Technology Innovation |
Role Specific Skills |
Account Governance |
Account Strategy |
Relationship Building |
Technology Solution Adoption |
Overcoming Objections |