Senior Success Manager

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.

The Senior Travel Success Manager is responsible for the on‑going success and partnership of travel direct customers within the assigned client base. This position will serve as the partner and advocate working closely with overall Customer Success team to ensure the highest levels of on‑going adoption, retention, satisfaction, and new feature adoption are realized. Key to success in this position is the development and maintenance of strong relationships, both within SAP Concur, customers and partners.

This position is structured as a virtual model with a high‑volume account base. Medium travel may be required. You will report into Global Travel Engagement, VP, Customer Success.

• Develop and maintain strong relationships within assigned client segment to ensure maximum adoption, satisfaction and retention levels, and client development are met
• Identify and execute business strategy for assigned client segment
• Focus on CoV/MVV and bringing value to customers with strategic engagement
• Develop client’s knowledge of features/functionality and modules by using online presentation or in person presentation methods
• Work closely with Account Teams to Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal cross‑functional departments to provide response and/or solutions
• Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients
• Track and update activities, reporting in SF as required, i.e.  ’s, Success Plans, FA etc.
• Participate on cross‑functional teams to discuss accounts and look for trends or commonalities, ensure the best interests of both clients and SAP 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, renewals, utilization/adoption, contractual compliance, and opportunities for expansion
• Work with assigned Account Teams to help manage travel success plans where applicable, including managing territory assignments, tracking activities and territory planning for customer base
• Develop and maintain strong relationships within assigned client account teams to ensure maximum adoption, satisfaction and retention levels, and client development are met
• Advocate for customer base for future product travel enhancements, collaboration with staff, team and travel product stakeholders
• Identify opportunities to help clients add Travel features to gain greater value from their Online booking solution

• Education, Experience & Training required
  • Minimum 2 years’ experience with Concur Travel (preferred)
  • Minimum 10‑year experience with high level of interaction with internal/external clients and partners
  • Minimum 10 years travel related experience
  • Ability to pass background check
• Job Specific Specialized Knowledge & Skills
  • Aptitude to analyze a situation, defines key objectives, and recommends 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 analyze issues/data and develop or implement appropriate plans
  • Must possess a client‑focused attitude with the ability to act as a client advocate
  • Proven ability to engage and interact with internal teams to resolve client issues
  • Planning and project management capabilities
  • Ability to give presentations to small and large groups of people
  • Advanced Microsoft Office (particularly Excel) skills
  • Displays passion for & responsibility to the customer
  • Displays leadership through…