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Posted: Thursday, February 8, 2018 11:29 PM

Requisition ID:
Work Area: Sales
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Job Overview:
Concur seeks a Program Manager responsible for driving high:impact initiatives within the cross:company Customer Health and Engagement (CH and E) Program. The CH and E Program is focused on building process and tools to measure and monitor customer health while using actionable insights to drive customer engagement and value realization throughout the customer lifecycle. Focus will be on designing new processes to improve customer satisfaction, employee productivity, and revenue growth. The ideal candidate is highly collaborative, creative, out:of:the:box thinker, and process:oriented with strong analytical and problem solving skills to deliver results. Success is defined by building and launching effective programs, process, and tools to improve operational alignment and drive customer success. You will report to the Senior Director of Global Customer Success Strategy and Operations. This role is critical to supporting the long:term customer success strategy and business transformation at Concur.
:Drive the operational plans and readiness for various customer success transformation initiatives
:Build, implement, and manage processes to track and monitor customer success
:Provide internal strategic consulting to drive innovation and operational excellence across Concur
:Coordinate with Marketing, Customer Experience, Client Development, Services, BI, IT and Product teams to build and implement value touchpoints along the customer journey
:Lead revenue growth programs to drive up:sell, cross:sell, and renewals
:Build process to support both high touch and tech touch engagement models
:Keep big picture in mind to drive cross:company alignment ensuring organizational goals are met
:Formulate proposal to maximize data and customer engagement for internal teams
:Drive partnership with stakeholders across the business to build a unified customer success framework
:Work with broader Customer Operations teams to support priorities and evolution of Gainsight, Concur's Customer Success Platform
:Drive successful adoption of customer success processes across the business
:Perform root:cause analysis on existing customer engagement processes to improve employee productivity and effectiveness for customer:facing roles
: Map out and document processes from beginning to end, highlighting improvement opportunities
:Build, prioritize, and implement new processes to meet key business objectives
:Actively track and monitor KPIs for CH and E program, providing regular updates to Senior Leadership
:Build and lead effective change management and communication strategies
:Drive stakeholders and leadership alignment across the business to deliver on top priorities
:Provide regular and timely communication of program status and progress towards goals
:Define and manage program activities including, but not limited to: scope and priority setting, building business requirements, project plans, identifying interdependencies, risk mitigation, issue tracking, quality management, training and communication planning
Education, Experience and Training required:
:3+ years of program management experience, preferably for B2B SaaS company
:Sales or Customer Success Operations experience with strong background in process design


• Location: Seattle

• Post ID: 61549687 seattle is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018