SAP Concur Customer Success Specialist
2 weeks ago
About the Role:
SAP Concur is seeking a Service Coordinator to join our Shared Services team.
Responsibilities:
- Develop and maintain strong relationships with customers to ensure overall satisfaction with SAP Concur's products and services.
- Manage the customer onboarding process, including internal Sales-2-Services meetings and client communications.
- Activate support processes to ensure customers can utilize Expertise & Care and Support services post-project go-live.
- Collaborate with internal teams as needed.
- Provide consultation services on customer functional queries and fulfill configuration change requests within Essential Care services scope.
- Identify new business opportunities and share information with relevant teams.
- Communicate with customers on product and service issues, review, edit, and finalize communication of solutions.
- Escalate technical challenges to engage appropriate team members and discuss resolutions.
- Update project and case information in Salesforce.
- Perform other duties as needed.
- Adhere to all corporate policies.
Qualifications:
- Native Chinese speaker with fluent English communication skills.
- BA/BS degree or higher.
- Minimum 2-3 years working experience.
- Major in Computer Science, finance, or equivalent.
- Previous experience as a Project functional consultant or Application Management Services consultant is preferred.
- SAP Concur or SaaS experience is desired.
- SAP Functional Skill, especially FI, CO, MM, is preferred.
- Proficient communication skills.
- ITIL knowledge is a plus.
- Software development experience is a plus.
- Strong understanding of project and services processes.
- Strong teamwork and customer service spirit.
- Strong learning agility.
- Strong analytical skills to analyze historic case data and identify improvement opportunities.
- Additional language skills, such as Cantonese, Japanese, Korean, are a plus.
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