As a Care Services Associate you will manage a diverse portfolio of clients across multiple regions, ensuring exceptional service and customer satisfaction. As a subject matter expert, you will provide expert guidance supporting product capabilities, and project management, while maintaining accountability for the entire customer communications experience. Exceptional communication skills are essential, along with a strong focus on delivering cloud-based solutions that effectively meet business requirements in Travel, Expense, Request, and Invoice management via cases and/or projects.
To thoroughly assess your client’s business requirements, ensuring the system is configured to deliver optimal results and consistently exceed expectations. You will:
- Gain a deep understanding of the client’s business needs to ensure optimal system configuration and exceed expectations.
- Communicate with clients through various channels (phone, chat, online case/email, or project) to discuss goals, priorities, product roadmaps, monthly releases, and suggest additional services to address identified gaps.
- Perform and Implement configuration changes as requested by the client to align with their evolving needs.
- Provide ongoing strategic guidance to clients, ensuring their business requirements are met and recommending improvements where applicable.
- Identify usage gaps and offer solutions to enhance product adoption and overall satisfaction.
- Advocate for clients internally, ensuring issues are addressed by relevant teams within SAP Concur.
- Createandsubmit Product Enhancement requests when necessary, ensuring alignment with client needs and the scope of SAP Concur products and services.
- Develop and implement interfaces and programs that enhance product capabilities, automate processes, and improve the efficiency of work packages assigned to the team.
Experience (Role Requirements):
- Strong written and verbal communication skills,with the ability to clearly convey information and engage with a diverse audience.
- Proven experience in client-facing or customer service roles, with a demonstrated ability to build strong relationships and manage expectations.
- Strong stakeholder management skills, capable of engaging and collaborating with key customer contacts to drive success.
- Analytical problem-solving skills, with the ability to identify issues, dive deep into challenges, and implement effective solutions.
- Excellent organizational and planning abilities, ensuring the consistent delivery of commitments and on-time results.
- Strong persuasion and influence skills, enabling you to guide stakeholders toward achieving desired outcomes.
- Proficiency in programming languages such as Python and Java, with a focus on leveraging these skills for internal projects.
- Programming language background, Java or C variants
- Solid technical knowledge in AI and Robotic Process Automation (RPA), with an understanding of how these technologies integrate into business processes.
- Experience with SaaS, SAP Concur or Cloud solutions, travel & spend management, is a plus
- Ability to perform under pressure and effectively manage multiple concurrent tasks without compromising quality.
- Willingness to commit to 40+ hours per week, ensuring strong job presence, responsiveness, and the accomplishment of performance objectives.
- Flexible working hours may be required to meet business needs and ensure optimal customer service.
- In-office presence required for 80% - 100% of the workweek.