Jobs in Reading, United Kingdom

Job Description 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 well‑being, and truly belong. Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed are part of the package.

The Client Success Manager partners with SMB customers to drive adoption of the SAP Concur platform and associated services, demonstrate value and deliver business outcomes. This role focuses on ensuring consistently high levels of satisfaction and retention within the assigned client base, proactively contacting clients to uncover opportunities for increased utilization, adoption and upsell. The Client Success Manager also develops and maintains strong relationships with internal partners and clients to help identify, prioritise and resolve any challenges or concerns. This position is primarily remote with a high‑volume account base and moderate travel, including attending the SAP UK office in Feltham at least once per week.

• Develop and maintain strong relationships within the assigned client segment to ensure maximum satisfaction and retention levels.
• Identify and execute business strategy for assigned client segment and work cross‑functionally to implement individual client strategies.
• Proactively contact clients on a regular basis to uncover opportunities for increased utilization and adoption, and identify upsell opportunities; coordinate with sales to strategically manage upsell.
• Develop qualified references by establishing credibility and responsiveness with clients, ensuring appropriate acknowledgement for providing references.
• Identify, prioritise and resolve client issues/concerns; coordinate with internal departments to provide responses and solutions.
• Identify and implement improvements to processes, documents, tools and reports to benefit the team and clients.
• Participate in cross‑functional teams to discuss accounts and look for trends or commonalities; represent the best interests of both clients and Concur fairly and objectively.
• Deliver on key metrics: retention, upselling, increased utilisation/adoption, contractual compliance and expansion opportunities.
• Other duties/special projects as assigned.
• Adhere to all corporate policies.

• BA/BS degree or equivalent experience.
• Minimum of 5 years’ experience in a client service capacity with high level of interaction with internal/external clients and partners.
• Software, finance or travel industry experience preferred.
• Business acumen and strategic perspective – demonstrates knowledge of the marketplace, policies, practices and trends.
• Client value creation – demonstrates concern for meeting client needs and delivering excellent results.
• Influence – uses appropriate interpersonal styles to influence internal and external clients, enhancing financial success.
• Interpersonal – builds trusting relationships with associates and clients.
• Change management – initiates, manages or participates in change processes, removing barriers and accelerating pace.
• Energy/drive – strong desire to achieve.
• Personal/professional effectiveness – self‑directed and self‑motivated.
• Intelligence – acquires understanding and absorbs new information rapidly.
• Planning and organising – optimises time and resources to achieve desired results.
• Accountability – holds self and others accountable for results.
• Specialised knowledge – ability to analyse situations, define objectives and recommend strategies.
• Strong written and verbal communication, including negotiation skills.
• Client‑focused attitude – acts as advocate when escalating and resolving issues.
• Project management capabilities.

Requisition ID: 442842 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time

Equal Employment Opportunity: SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status or disability. Successful candidates may be required to undergo a background verification with an external vendor.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply.

AI Usage in the Recruitment Process: For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Any violation may result in disqualification.