Posted: Thursday, February 8, 2018 10:50 PM
Work Area: Customer Service and Support
Expected Travel: 0 : 20
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.
As one of the largest divisions within Concur, the Global Services organization is responsible for on:boarding, implementing, training and supporting 25,000+ Concur customers, and their 25+ million users around the world. We are seeking a passionate and seasoned leader with exceptional experience and expertise who will be responsible for defining, architecting, and executing on strategies and programs to drive customer lifetime value, increase adoption, and understand our customer needs more swiftly. This is a strategic and highly visible role within Concur's Global Services organization and requires an individual that is skilled at identifying and driving process improvements, who can develop and drive a vision into meaningful outcomes and who has successfully demonstrated the ability to drive change and produce results.
Create the Customer Success Vision for Services and Support
:Set the overall vision and strategic plan for the Services Organization focusing on defining and optimizing customer success and the metrics used to measure customer health, utilization, and adoption.
:Operationalize Services around customer success : develop a Global Services charter specific to customer success, driving customer lifetime value, metrics, and predicting customer behavior.
:Provide input to the Concur:wide business case to articulate the value of customer success.
:Partner with Senior Sales and Services leaders to drive key business initiatives and strategic planning around defining and optimizing the customer journey.
:Drive stakeholders and leadership alignment across the business to deliver on top priorities via outstanding communication and execution on vision.
Deliver the Metrics
:Analyze existing data to help identify roadblocks, develop a vision and KPIs/metrics/ROI relative to any Customer Success investment made in our organization.
:Establish processes to monitor, measure and track impact and results of initiatives and programs.
:Analyze program and project dates to deliver continual improvement.
:Build executive dashboards that demonstrate progress against goals
Implement the Solutions
:Define and manage all program and project activities, including, but not limited to the scope and priority setting, building business requirements, identifying interdependencies, risk mitigation, issue tracking, quality management, resourcing, KPI monitoring, budgeting, training and communication planning.
:Build, drive, and monitor programs and sub:projects to optimize Services processes.
:Promote adoption of Customer Success platforms.
:Build and maintain partnerships with internal and external customers and partners.
Qualifications and Key Attributes:
:7 : 10 years of CRM, Consulting or Strategy experience : including at least three years heading a successful customer success organization in a SaaS environment.
:Bachelor's degree required. MBA preferred.
:Experience successfully working with senior (C:level) executives.
:Demonstrated excellence in analytical thinking, communication, delegation, planning and problem:solving.
:Excel in the areas of leadership, flexibility, creativity, organization, detail, exceeding expectations and are passionate about delivering only the
• Location: Seattle
• Post ID: 62083562 seattle