SAP SAP Concur Manager, Client Support (Customer Support Senior Specialist) Job in Vienna, Virginia
Requisition ID: 196233
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Manager, Client Support
Manage Tier 1 and Tier 2 Support staff team members that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA’s that result in a high level of client satisfaction. This position will report to the Senior Manager of Client Support for Government clients.
Hire, train and develop a strong support staff to ensure a high level of client satisfaction
Collaborate with Support Readiness to develop a new-hire and on-going training program to ensure staff is knowledgeable about all aspects of the service and applications.
Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.
Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays).
Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations.
Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
Coordinate with the Client Support Senior Manager on monthly SLA reporting
Work with the Client Support Senior Manager on process documentation, process development and career path development for support staff.
Be aware of and comply with all corporate policies
Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.
Responsible for attending service interruption meetings and posting notifications to our customers and partners to keep them informed of service interruptions.
Perform case reviews of the Support Analysts on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing.
Edit/review documentation (including training, process, and customer documentation).
Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, terminations, etc.
Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.
Attend regularly scheduled calls with clients and internal organizations to monitor metrics and build relationships with other members of support and Concur.
Be on call to manage emergency escalations when necessary.
Manage after hours’ schedule and if necessary after hours’ escalations.
Education, Experience & Training required:
Bachelor degree in a technical field or equivalent experience
Two or more years’ experience in managing or supervising a team of 5 or more individual contributors.
Four or more years’ experience in technical or service support interfacing with customers
Two years’ experience as a point of escalation to resolve complex cases and determining resources required to resolve.
Knowledge of the ConcurGov product in a user and support capacity.
Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
Excellent written and verbal communication skills, including persuasion and documentation skills
Ability to plan and to prioritize
PC Local Area Network Knowledge required
Internet experience required
CRM experience preferred
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
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SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: C at mailto:Careers@sap.com email@example.com at mailto:Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Successful candidates might be required to undergo a background verification with an external vendor.