SAP Concur, Director of Client Success

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

 

JOB DESCRIPTION

 

About the team

Our Client Development organization is what differentiates us from just another SaaS provider.  We are a team of high-performing individuals who are committed to elevating those around us and continuously finding ways to bring value to our clients.

Our mission is to achieve best-in-class customer retention and drive scale while also ensuring that clients can trust in a consistently excellent experience across the company.

 

About the role

As a Director of Client Success, you will be responsible for a team of our Customer Success Managers (CSMs) who own the relationship with

our SMB clients . Success is measured through your ability to develop your team, retain customers, revenue growth and overall relationship health.

 

As a leader within our Client Success Organization, we are committed to creating a diverse team and are looking for individuals that desire to make a difference.

 

We live by our values and are committed to demonstrating them: 

• Values Inclusion – by creating space for all ideas, encouraging and welcoming team members to come as their authentic selves and acknowledging that diverse perspectives and experiences drive our success.
• Invests in Collaboration – Leaves ego at the door and achieves goals by delivering results with purpose, tenacity, and teamwork. Challenges self and others to think outside the box and aspire for more, while making it a priority to find ways to work better together and maintain trusting relationships.
• Displays Passion- for the work we are doing, and what we have achieved. Committed to continuous learning, growth and the success of our clients. 
• Builds and honors Trust– by listening first, being open about failures, seeking to understand, and having honest conversations. Holds self and others accountable for results. 
• Makes a Difference – A catalyst for change. One who steps up, take action, build consensus, leads the change and owns the outcome. 
• Adaptable when faced with change - acquires understanding and absorbs new information rapidly. Is flexible in one’s approach and comfortable with change Maintains composure and focus under pressure and takes a disciplined approach to clear objectives.
• Demonstrates Empathy – seeks to understand and recognize another person’s reality, aiming to understand their feelings and perspectives, and using that understanding to guide subsequent actions.
• Prioritizes Integrity – Approaches all scenarios with honesty, accountability, and transparency. Does not compromise ethical behavior regardless of obstacles.  

 

Who you are:

Someone who can:

• Hire, train, lead and develop a team of CSMs who manage our customer relationships
• Understand and be responsible for client retention by demonstrating value and customer experience
• Responsible for customer retention, sales partnerships, and revenue targets
• Create and grow cross-functional relationships with the overarching goal of allowing your CSMs to best service our customers
• Provide training, coaching and proactive support to ensure a great customer experience
• Maintain and evolve metrics and tools to monitor performance of CSMs
• Contribute to process development and organizational growth projects
• Be aware of, and comply w