SAP · 1 day ago
SAP Concur- Senior Client Success Advisor
United States
Full-time
Remote
Mid, Senior Level
$121K/yr - $262K/yr
5+ years expSAP is a leading company that helps the world run better by providing innovative business solutions. The Senior Client Success Advisor will manage and engage at-risk customers to enhance their success with SAP Concur, focusing on revenue protection and strategic partnerships.
AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware
Responsibilities
Drive higher predictable revenue by creating and implementing processes to reduce client terminations due to non-payment (material breach)
Mitigate risk and attrition by treating past-due billing as an early risk indicator for customer health
Build proactive methods to identify potential risk and create semi-automated mitigation processes
Partner with the SAP Cash Collections and Accounts Receivable teams to create clear, effective communications for past-due clients
Coordinate with Client Success, Sales, and Implementation Services to identify if past-due status is a symptom of larger post-sale service or product execution issues
Consult with customers and provide alternative activation solutions to re-engage with the Activation team
Engage with multiple layers of client stakeholders to understand their desired outcomes and influence their commitment to complete activation
Implement strategies to improve client responsiveness, deployment, and revenue recognition
Proactively identify solutions for mitigating customer cancellations and extended delays in activating core products
Work cross-functionally with both SAP Concur Enterprise and SAP Concur Small/Mid-Market (SMB) Business Units
Work cross-functionally with Sales and Services to identify trends with at-risk customers and solutions to prevent delays
Gather and present compelling data and trends to upstream partners to inform decisions and mitigate future escalations
Shorten 'Time to Payment' for past-due customers
Increase the auto-pay customer base
Achieve specific collection goals
Decrease the volume of terminations due to material breach (non-payment)
Increase revenue recognition for in-term collection efforts
Qualification
Required
Proven track record of exceeding retention targets
Successful experience managing a portfolio of 100+ clients in the SMB space
Excellent verbal and written communication skills
Ability to mobilize customers and cross-functional partners through collaboration
Strong technical aptitude to understand and identify 'path forward' solutions
Inquisitive and able to uncover customer needs via open-ended questions
Excel at working with ambiguity and a desire to create new processes and procedures
Highly organized and able to manage many activities and deadlines
B.S. or B.A. required
5+ years in Customer Success or Account Management
Proficient in Salesforce and Gainsight
Benefits
SAP North America Benefits
Company
SAP
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.3BKey Investors
Elliott Management Corp.
2019-04-24Post Ipo Equity· $1.3B
2015-06-01Grant· $1.37M
1998-08-03IPO
Leadership Team
Christian Klein
CEO & Member of the Executive Board
Sandi de Souza
Chief Financial Officer
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