Full Job Description
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
Job Description
The Care Services Team manager will be leading a large team of Concur Service administrators.Concur Service Administrator is a designated configuration expert, assigned to assist Concur customers solve configuration cases. A successful individual in ths position will manage and maintain the customers’ configuration; adding, editing or removing configurable options as necessary.
The Care services team manager will be responsible for the following activities
Fulfill team’s people manager needs.
Report and transparently present metrics.
Ensure adherence & improvement of set KPIs such as SLAs, technical expertise, customer satisfaction.
Work towards removing roadblocks in terms of team’s knowledge.
Manage customer escalation and liase with internal teams.
Coach team members towards higher performance levels.
Work towards improving customer satisfaction from the Service Administration and care services portfolio.
Provide technical expert assistance to team members
Expereince/Role Requirements
Exprience in managing dynamic teams and Good people management skills.
Improving KPIs and designing deliverable centric teams.
Technical competence and ability to understand complex business processes
Should have managed complex customer situation and escalated cases
Creative solution development & Analysis and troubleshooting skills
Excellent communication and presentation skills
Knowledge of software deployment life cycle and testing practices
Knowledge about programming skills is a plus.
Ability to present data in a skilled manner is highly desirable.
About Team:
This Specific Care Services team will work for US customers and support Concur’s premium support deliverables. The team works directly with the customer’s authorized support contact and delivers solutions on customer systems in live environment.
Working environment (where major activities are carried out):
Working Time – US hours (Eastern Standard Time) – 6 PM to 3 AM IST
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
We are SAP
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
Our inclusion promise
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:304070 | Work Area: Customer Service and Support | Expected Travel: 0 – 10% | Career Status: Management | Employment Type: Regular Full Time |