6 hours
2018-07-192018-08-18

SAP Concur- Manager, Services and Support - Americas Job

SAP
  • Job Code
    189044
SAP Concur- Manager, Services and Support - Americas Job

SAP Concur- Manager, Services and Support - Americas Job

Date: Jun 29, 2018

City: Bellevue, WA, US

Company: SAP

Requisition ID: 189044
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

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.

The SAP Concur Support Manager has responsibility for a Technical Support team that delivers support for cloud solutions to our customer base across multiple countries and regions. This position requires a candidate equipped to develop talent, manage performance, and own accountability for activities within their team. The Support Manager’s team delivers solutions for the SAP Concur Travel product liasing with technical product leadership to ensure the team maintains technical proficiency.

The position will report directly to the Head of Services and Support for the Americas.

 

****Preferred location is Eden Prairie, MN. Will also consider Vienna, VA or Bellevue, WA****

 

In the first 12 months you will deliver:

* Professional leadership for Technical Support teams that focus on supporting SAP Concur Travel.

* A transparent customer service-oriented culture that puts our people, customer and business needs, and SAP Concur Services Principles at the forefront of decision-making and actions.

* An understanding of SAP Concur product offerings and the value they bring to customers by creating and completing a personal learning plan focused on obtaining a practical understanding of SAP Concur’s products and services.

* Team success by communicating job expectations, appraising job performance results, expeditiously managing performance concerns, and enforcing policies.

* Coaching and mentoring to direct reports toward the career path that best aligns with their interests and skillsets.

* Presentations and representation of the team in front of diverse audiences (team meetings, internal and external events).

* Support operations that include the analysis and implementation of staffing, training, scheduling, and reward/recognition programs.

* Sensitive communications with clients and colleagues capably using the right communication tools at the right times.

* Oversight needed to effectively manage escalations from customers and partners in the Americas to successful resolution.

* Regular correspondence with global functional and regional leaders on collaborative efforts as necessary to resolve issues.

* T&E budget and headcount forecast recommendations to help ensure the team is appropriately staffed to meet the future demands.

* Strict adherence to financial objectives by managing to the approved budget requirements, scheduling expenditures, analyzing variances, and initiating corrective actions.

 

In order to accomplish this you will need:

 * A transparent customer service-oriented culture that puts our people, customers, business needs, and the SAP Concur Services Principles at the forefront of decision-making and actions.

* Sensitive communications with clients and colleagues capably using the right communication tool at the appropriate time. 

* A strong passion for Customer Support, the people that deliver Support, and our customers’ success

* To possess and leverage support experience, as well as either moderate industry or SAP Concur product knowledge, to speak authoritatively to parties in and outside of the organization

* Ability to collaborate across global regions

* Strategic and critical thinking skills to generate innovative solutions to short and long-term challenges

* Ability to work with people at all organizational levels for the best interests of SAP, influencing them or adapting your own ideas when appropriate

* Successful experience managing people and high-performing teams

* Problem solving with strong time management and prioritization skills

* Coaching, mentoring and persuasion skills

* Awareness of and compliance with all corporate policies

 

So who are we?

SAP 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. Founded in 1993, Concur services are used by 30,000 clients representing 27 million users in more than 150 countries.

Your career at SAP Concur is what you make of it. You can forge your own path, work in different offices, switch business units or solve a problem that no one has before. We’re inspired by change and by each other which is a major contributing factor to how we have retained the innovative culture that has created a market leading team of 4,800 colleagues.

 

What do you need to bring?

* Bachelor degree in a technical, business or equivalent field

* 2+ years in customer-focused leadership positions

* Experience with large global teams and organizing for scale

* Deep, intuitive SaaS knowledge gained from experience in fast-growth organizations

* A successful track record of change management, organizational design, and leadership development

* Operational experience with CRM, service, or similar software platforms

* Exceptional organizational skills; using systematic methods to perform work and creativity to recommend or create new work methods or procedures

 

To launch your career with an organization whose products have a real positive impact on people’s lives, apply today and see where your journey takes you.  #LifeatConcur #WorkatConcur #WeWorkWithAwesome

 

WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

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: or , APJ: , EMEA: ). 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.
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