SAP Customer Success Partner Advisor 

Philippines, Makati 

774758038

Responsibilities:

• Create customer contracts for add-on services, set-up fees, ramp terms, payment method change, billing cycle change, tier, and other product changes using our internal contract system (currently BMI).
• Create and submit credit memos requested by our customers. This includes collecting and attaching relevant supporting information, detailing the situation at a high level and having a thorough understanding of Concur’s credit philosophy.
• Liaise and communicate with clients to request for information and to provide information regarding the status of their request.
• Assist with the internal processing of customer terminations, whether service terminations or system shutdown requests.
• Review and assign client emails as necessary, within the prescribed service level agreements, to Client Success Managers received through the Client Success email alias.
• Generate and monitor the status of billing tickets in the event of client disputes over charges that are not in accordance with contract terms.
• Document account interactions, client issues, and actions taken in our internal CRM tool.
• Participate in team discussions with a focus on identifying trends or commonalities in credits and terminations, in an effort to communicate and develop practices that reduce the volume of credits and terminations. Ensure the best interests of both clients and Concur are being fairly and objectively represented in these discussions.
• Identify and implement improvements to these processes, in a continuous effort to streamline and improve the speed and efficiency of the work.
• Other duties/special projects as assigned.
• Be aware of, and comply with, all corporate policies.

Education, Experience & Training required:

• • Minimum of 3 years experience in client service capacity with a high level of interaction with internal/external clients and partners.
  • BA/BS degree
  • Software as a Service (SaaS) industry experience with high volume account base
  • Ability to pass a background check.

Job Specific Specialized Knowledge & Skills:

• • Strong attention to detail and ability to work efficiently and swiftly.
  • Aptitude to analyze a situation and recommend strategies and action plans.
  • General understanding of business, financial systems and organizational decision-making.
  • Strong written and verbal communication skills.
  • Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
  • Proven ability to engage and interact with internal teams to resolve issues.
  • Planning and organizational capabilities.
  • Ability to give presentations to an audience of various size.
  • Ability to understand software best practices and capabilities
  • Knowledge of Salesforce.com and BMI is helpful.

Critical Performance Competencies:

• • Business Acumen/Strategic Business Perspective – demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
  • Client Value Creation – demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction and excellent results for the client
  • Influence – uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing Concur’s financial success
  • Interpersonal – builds and maintains trusting relationships with associates and clients
  • Change Management – initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace
  • Energy/Drive – exhibits strong desire to achieve
  • Personal/ Professional Effectiveness – demonstrates ability to be self-directed and self-motivated
  • Intelligence – acquires understanding and absorbs new information rapidly
  • Planning and Organizing – optimizes use of time and resources to achieve desired results
  • Accountability – holds self and others accountable for results

Value Competencies:

• • Displays passion for & responsibility to the customer
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

EOO:

• Equal Opportunity Employer, M/F/D/V

Physical and Cognitive or Mental Requirements:

Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.

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