SAP Concur - Client Success Manager - Strategic

SAP - Saint Louis Park, MN

Full-time - Mid Level

Saint Louis Park, MN

10,001+ employees

Publishing Industries

About the position

The Client Success Manager (CSM) at SAP Concur serves as a trusted advisor to maximize customer value by delivering expertise in SAP Concur solutions. This role focuses on building strong relationships with stakeholders, driving customer engagement, and ensuring successful adoption of solutions. The CSM is responsible for managing renewals, mitigating churn, identifying sales leads, and contributing to organizational growth projects.

Responsibilities

• Maximize customer value by delivering solution area expertise to customers and their line of business.
• Build deep relationships with various stakeholders and earn trusted advisor status with customers.
• Identify new opportunities for customers to leverage new or expanded SAP Concur solutions.
• Mitigate churn and manage renewals of SAP Concur solutions/services.
• Identify sales leads and support sales in expansion and upsell efforts.
• Manage through crisis and de-escalate customer situations.
• Identify a client's desired outcomes and assist them in achieving these mutually agreed upon goals.
• Solely build a territory plan to proactively engage customers throughout their lifecycle journey.
• Contribute to process development and organizational growth projects.
• Drive renewals, expansions, and up-sells of SAP Concur solutions.

Requirements

• Strong executive presence and relationship building skills.
• Deep knowledge of business models, strategies, and line of business processes.
• Proven ability to handle difficult customer situations and discuss complex issues with customer admins and executives.
• Experience with cloud software solutions and delivery models.
• Ability to apply risk-mitigation strategies to customer situations.
• Knowledge of SAP Concur solutions and the business processes they enable.
• Bachelor's degree or equivalent required.
• Experience in business software.
• Knowledge of SaaS.
• Strong program/project management and organizational skills.
• Relationship-driven mindset with excellent verbal and non-verbal communication skills.
• Experience driving renewals, expansions, and up-sells of solutions.

Nice-to-haves

• Experience in the technology industry.
• Familiarity with artificial intelligence and technology innovation.

Benefits

• Flexible working models
• Health and well-being programs
• Learning and development opportunities
• Recognition for individual contributions
• Diversity and inclusion initiatives