SAP Concur, Premium Assistant Coach

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Job Overview 

 

A Premium Assistant Coach is responsible for providing quality consultation to SAP Concur customer administrators, driving self-guidance while elevating product knowledge, optimizing their application and sustaining customer loyalty.  Their duties include building trusted relationship with customers, configuring SAP Concur products, providing best practice recommendations, solution assistance to ensure overall high scoring satisfaction customer survey is met.  Premium Assistant coach will work closely as the functional, technical subject matter expert to communicate with customers regarding a variety of topics ranging from product capabilities to support tickets.   

 

Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to SAP Concur Travel, Expense and Invoice delivered in the cloud is essential. 

  

Activity with all Customers    

• Premium Assistant coaches will be made consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers. 
• Coordinate conference calls with customers and SAP Concur technical resources to expedite troubleshooting when necessary 
• Communicate difficult messages, such as ‘R&D won’t fix’, ‘Feature request not available in the current product’, when necessary, or work closely with Customer Development or management to communicate messages. 
• Assist customers navigating, contacting Concur resources, i.e. Customer Executive, Billing, and Audit Services, as necessary 

• Mediums of communication can involve and are not limited to direct calls, conference calls, screen sharing, emails, cases, chat, etc. 
• Premium Assistant coach is accountable to the customer and to each other in solving the problem and providing transparency to the customers, so they are aware of options and plans to resolve any outstanding concerns 
• Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to customer’s challenges in a timely manner 

 

Premium Assistant Coach Responsibilities: 

• Develop and maintain functional and technical product knowledge 
• Be aware of, and comply with, all corporate policies and principles 
• Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns 
• Provide consultative expertise to the customer, including guiding customers through key decisions and tradeoffs to maintain work scope and timeline 

• Stay organized and deliver on commitments, including updating and maintaining customer’s success plan and fulfilling administrative responsibilities 
• Deliver outstanding customer service to achieve high case survey scores 
• Detail all communication in internal tracking tools in a timely manner 
• Provide contributions to SAP Concur’s project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes 
• Develop and maintain knowledge of SAP Concur’s implementation and support practices and methodologies  

• Consistently communicate project status with Customer Success Management team as needed  
• Business Acumen/Strategic Business Perspective 
• Integrity/Savvy 
• Innovation 
• As requested, communicate (via phone, chat or online case/email) with the customer, discussing goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps 

• Assist in identifying usage gaps to increase adoption levels 
• Perform configuration changes as requested by the customer 
• Facilitate manual and automated data imports and exports 

 

Physical and Cognitive or Mental Requirements:  
Major Job activities – physical requirements: 

• Use of computer and keyboard for extended periods of time on most or all workdays 
• Use of telephone – throughout the workday as needed to conduct business 
• Working under time pressure  
• Working rapidly for long pe