SAP Concur Customer Success Specialist

2 weeks ago


Dalian, Liaoning, China SAP Full time

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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