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Job Details
Service Administration Coach, Professional
Job ID #: 16541 Location: Remote / Home Office
Functional Area: Customer Support Department: Customer Experience
Position Type: US Full Time Education Required: Degree Preferred
Experience Required: Not Indicated Relocation Provided:
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Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.

Job Overview:

As a Service Administration Coach, you are responsible for providing training, best practice recommendations, configuration assistance as well as support for a portfolio of customers, beginning with newly signed customers. You will establish a trusted relationship with your customers, providing them training and solution assistance as they request it to ensure customer’s overall satisfaction with Concur products and services throughout the life of the client.  You will work closely as a functional and technical subject matter expert to communicate with customers regarding a variety of topics, ranging from product capabilities to support tickets. You will manage and maintain customer configurations; adding, editing or removing configurable options as requested by the customer.
The Service Administration Coach will be responsible for ensuring customer satisfaction through clear communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel, Expense and Invoice delivered in the cloud is essential.

Service Administrator Responsibilities

Understand your client’s business requirements in order to best configure the system and exceed client expectations. You will:

  • As requested, meet with the client, discussing: goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps
  • Assist in identifying usage gaps to increase adoption levels.
  • Perform configuration changes as requested by the customer.
  • Facilitate manual and automated data imports and exports.
  • Create and submit any Solution Suggestion according to client needs and scope of Concur products/services

    Activity with all Clients

  • Make yourself consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers.
  • Coordinate conference calls with customers and Concur technical resources to expedite troubleshooting when needed.
  • Communicate difficult messages, such as ‘R&D won’t fix’, ‘Feature request not available in the current product’, when necessary, or work closely with Client Development or management to communicate messages.
  • Assist clients navigating, contacting Concur resources, i.e. Client Executive, Billing, and Audit Services, as necessary.
  • Mediums of communication can involve and are not limited to direct calls, conference calls, screen sharing, emails, cases, etc.
  • Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure client issues are addressed in a timely manner
  • You will be accountable to the customer and to each other in solving the problem and providing transparency to your clients so they are aware of options and plans to resolve any outstanding concerns.
  • Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client’s challenges

    General Responsibilities for Service Administration Coaches

  • Develop and maintain functional and technical product knowledge.
  • Be aware of, and comply with, all corporate policies.  
  • Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
  • Detail all communication in internal tracking tools in a timely manner.
  • Provide contributions to Concur’s project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
  • Develop and maintain knowledge of Concur’s implementation and support practices and methodologies
  • Consistently communicate project status with Client Success Management team as needed



    Qualifications

    Education, Experience & Training required:

  • BA/BS or equivalent experience is desired
  • Previous experience implementing software and/or hosted software applications strongly preferred
  • Experience with Concur software solutions required
  • Experience with Travel Management and/or online booking tools highly desirable
  • Project Management experience is a plus
  • Management consulting experience is a plus
  • Software design and configuration experience is a plus
  • Technical file integration experience is a plus
  • Consulting in a client facing environment is a plus
  • Spanish or second language fluency is a plus
  • Ability to pass a background check

    Job Specific Specialized Knowledge & Skills:
  • Experience with software as a service preferred.
  • Experience developing manual procedures, and supporting curriculum development and training efforts.
  • Process Review and Development
  • Successful experience working directly with customers.
  • Effective verbal and written communication skills.
  • Demonstrated ability to prioritize and manage workflow to meet deadlines.
  • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
  • Excellent organizational and planning skills.
  • Communication Planning
  • Learning Services (Knowledge Transfer) planning

    Critical Performance Competencies:
  • Personal Professional Effectiveness
  • Communication and Influence
  • Planning and Organizing
  • Partnering
  • Process Management / Quality
  • Decisiveness / Judgment
  • Business Acumen/Strategic Business Perspective
  • Integrity/Savvy
  • Innovation

    hysical and Cognitive or Mental Requirements:
    Major Job activities – physical requirements:
  • Use of computer and keyboard for extended periods of time on most or all workdays
  • Use of telephone – throughout the workday as needed to conduct business
  • Working under time pressure
  • Working rapidly for long periods
  • Communicating and interacting with others

    Major Job activities – mental requirements:
  • Multiple concurrent tasks
  • Ability to perform under stress
  • Reading and comprehension
  • Writing
  • Problem solving
  • Confidentiality
  • Customer contact

    Working environment (where major activities are carried out):
  • Indoors in an office or control room
  • Occasional air travel may be required

    Working hours:
  • 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
  • Flexibility as to the specific working hours may be required or available



    Value Competencies:

    • Displays passion for & responsibility to the customer
    • Hires, develops & rewards great people
    • Displays leadership through innovation in everything you do
    • Displays a passion for what you do and a drive to improve
    • Displays a relentless commitment to win
    • Displays personal & corporate integrity

    EEO:

    Concur is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.


    Concur is a dynamic, growing and fast-paced organization.  As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines.  This typically requires working a 40+ hour work week to accomplish performance objectives.  With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.


    Concur is a SaaS company.  Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business.  The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’.   Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.


    Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.


    E-Verify:
     
    Concur participates in E-Verify to confirm work authorization.



    *IND123
    *LI-CR1

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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