Digital Customer Success Partner

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. 

JOB OVERVIEW

Our Customer Success organization serves as a focal point for our customers to achieve success with Concur. As a Digital Customer Success Partner, you will be responsible for a large portfolio of accounts in the lower segment. Digital CSP's will use a low touch/virtual engagement approach in order to provide an excellent customer experience by using our Digital tools. In this role, you will spend your days partnering with our Enterprise customers to provide strategic recommendations around maximizing the benefits of their subscription with Concur.

A DIGITAL CUSTOMER SUCCESS PARTNER WILL:

• Complete proactive customer outreach at all stages of the customer lifecycle
• Meet & achieve account retention, pipeline building and revenue goals
• Conduct Customer Business Reviews to drive adoption and expansion of services
• Work in partnership with Client Sales Executives to identify upsell and cross-sell opportunities, and support delivery of add-on revenue goals
• Establish relationship with customers as trusted advisor, drive customer value realization
• Contribute to organizational growth projects
• Maintain a clean book of business, ensure data integrity for the business
• Be a client advocate and a voice of reason as you cross-collaborate across internal teams

Skills & Qualifications:

• Account management or customer engagement experience in managing and growing a large portfolio of existing global companies with a high-level of complexity, focus and intensity
• Experience managing high volume customer engagements
• Proven ability to work with virtual/social tools to engage with customers
• Track record in establishing, maintaining and growing relationships within each customer account
• Ability to uncover how a customer defines success and the ability to align that vision with Concur's delivery of value to create long term mutual partnerships
• Strong understanding and track record in Customer Life Cycle Management in driving customer adoption and value realization
• Proven track record of exceeding retention and revenue targets
• Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers
• Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems
• Strong business acumen and ability to drive a value based conversation
• Anticipate, identify and meet your customers' needs
• Facilitate client meetings that measure progress and business impact
• Motivate and mobilize customers and cross functional partners through collaboration and clear communication
• Drive achievement through disciplined planning and organization - setting objectives through the development of steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
• Uncover opportunity through analysis, inquisitiveness and a deep understanding of your customer's business including initiatives and drivers and aligning those to solutions
• Thrive in an fast paced and evolving environment

Position Requirements:

• Experience in Customer Success, Customer Engagement or Account Management role
• Proficient in written and spoken English and Korean
• Experience with managing Korean clients 
• Enterprise Software & SaaS industry experience preferred
• A strong team player, can work collaboratively across multiple teams
• Strong written and verbal communication skills, including negotiating skills
• Passionate with a can-do attitude
• Strong problem-solving skills.  Aptitude to assess a situation, define key objectives, make recommendations and execute on action plans

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  

We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:

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 for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

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.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid