Customer Success Partner Advisor

SAP SE; City Of London; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading software company in the UK is seeking a Client Success Manager to enhance client relationships and drive the adoption of the SAP Concur platform. This role involves working closely with SMB customers, ensuring high levels of satisfaction and identifying upselling opportunities. Candidates should have a BA/BS degree and a minimum of 5 years in a client service position. The position offers a remote delivery model with occasional office visits.

Benefits

Constant learning and skill growth

Great benefits

Qualifications

• Minimum of 5 years’ experience in client service capacity with high level of interaction.
• Experience preferably in software, finance, or travel industry.

Responsibilities

• Develop and maintain strong relationships within assigned client segment.
• Identify and execute business strategy for assigned client segment.
• Identify and implement strategies to increase utilization and adoption.
• Proactively contact clients to develop strong relationships.
• Identify and resolve client issues/concerns.
• Participate on cross-functional teams for account discussions.

Skills

Client-focused attitude

Strong written and verbal communication skills

Analytical skills

Negotiation skills

Planning and project management capabilities

Education

BA/BS degree or equivalent experience

Job description

Overview

We help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

About the role

The Client Success Manager is responsible for partnering with SMB customers to drive adoption of the SAP Concur platform and associated services, demonstrate value and deliver business outcomes. Ensuring consistently high levels of satisfaction and retention within the assigned client base is vital. The Client Success Manager will proactively contact clients on a regular basis to uncover opportunities for increased utilization and adoption as well as opportunities for upsell. Additionally, Client Success Managers will develop and maintain strong relationships with internal partners and clients to assist in identifying, prioritising and resolving any challenges or concerns. This position is structured as a primarily remote delivery model with a high-volume account base and moderate travel, including attending the SAP UK office in Feltham at least once per week.

Responsibilities

• Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
• Identify and execute business strategy for assigned client segment. Work cross-functionally to execute on individual client strategies. Identify opportunities for adding greater value.
• Identify opportunities for additional ARR by proactively contacting clients on a regular basis and developing strong relationships with sales to strategically manage clients to leverage upsell opportunities.
• Identify and implement specific strategies to increase utilization and adoption for overall client portfolio.
• Develop qualified references by establishing credibility and responsiveness with assigned clients. Ensure clients receive appropriate acknowledgement for providing references.
• Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions.
• Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients.
• Participate on cross-functional teams to discuss accounts and look for trends or commonalities. Ensure the best interests of both clients and Concur are being fairly and objectively represented.
• Identify and execute business strategies that contribute to the success of the key metrics of the position – retention, upselling, increased utilization/adoption, contractual compliance and opportunities for expansion.
• Other duties/special projects as assigned.
• Be aware of, and comply with, all corporate policies.

Education, Experience & Training Preferences

• BA/BS degree or equivalent experience.
• Minimum of 5 years’ experience in client service capacity with high level of interaction with internal/external clients and partners.
• Software, finance or travel industry experience preferred.

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 the financial success of SAP Concur
• 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 Organising – optimises use of time and resources to achieve desired results
• Accountability – holds self and others accountable for results

Job Specific Specialized Knowledge & Skills

• Ability to analyse a situation, define key objectives, and recommend strategies and action plans
• General understanding of business, financial systems and organizational decision-making
• Strong written and verbal communication skills, including negotiation skills
• Demonstrated aptitude to assess and analyse issues/data and develop or implement appropriate plan to resolve
• Must possess a client-focused attitude with the ability to act as a client advocate when escalating and resolving issues
• Proven ability to engage and interact with internal teams to resolve client issues
• Planning and project management capabilities