SAP
SAP Concur — Senior Client Success Advisor
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SAP Concur‑Senior Client Success Advisor
role at
SAP .
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
Role Overview Our client success organization serves as the focal point for our at‑risk clients to re‑engage and achieve success with SAP Concur. As a Senior Client Success Advisor, you will manage and engage with customers who delay activation of core projects, while leading global efforts to reduce revenue loss from material breach. This senior‑level role expands beyond standard advisory duties to serve as a strategic leader in revenue protection, pioneering processes to mitigate financial risk, reduce terminations due to material breach, and drive high‑level cross‑functional partnerships across the SAP Concur Enterprise and Small/Mid‑Market business units.
Key Responsibilities
Revenue Protection: Drive predictable revenue by creating and implementing processes to reduce client terminations due to non‑payment.
Risk Analysis: Mitigate risk and attrition by treating past‑due billing as an early risk indicator for customer health.
Innovation: Build proactive methods to identify potential risk and create semi‑automated mitigation processes.
Financial Partnership: Partner with SAP Cash Collections and Accounts Receivable teams to create clear, effective communications for past‑due clients.
Root Cause Diagnosis: Coordinate with Client Success, Sales, and Implementation Services to identify if past‑due status is a symptom of larger post‑sale service or product execution issues.
Activation Strategy: Consult with customers and provide alternative activation solutions to re‑engage with the Activation team.
Strategic Influence: Engage with multiple layers of client stakeholders to understand their desired outcomes and influence their commitment to complete activation.
Engagement Tactics: Implement strategies to improve client responsiveness, deployment, and revenue recognition.
Problem Solving: Proactively identify solutions for mitigating customer cancellations and extended delays in activating core products.
Business Unit Integration: Work cross‑functionally with SAP Concur Enterprise and SAP Concur Small/Mid‑Market (SMB) Business Units.
Trend Analysis: Work cross‑functionally with Sales and Services to identify trends with at‑risk customers and solutions to prevent delays.
Data‑Driven Influence: Gather and present compelling data and trends to upstream partners to inform decisions and mitigate future escalations.
Payment Velocity: Shorten “Time to Payment” for past‑due customers.
Automation Adoption: Increase the auto‑pay customer base.
Revenue Collection: Achieve specific collection goals.
Retention: Decrease the volume of terminations due to material breach (non‑payment).
Cloud Revenue: Increase revenue recognition for in‑term collection efforts.
Skills & Qualifications
Proven Results: Proven track record of exceeding retention targets.
Portfolio Management: Successful experience managing a portfolio of 100+ clients in the SMB space.
Communication: Excellent verbal and written communication skills.
Mobilization: Ability to mobilize customers and cross‑functional partners through collaboration.
Technical Aptitude: Strong technical aptitude to understand and identify “path forward” solutions.
Analytical Thinking: Inquisitive and able to uncover customer needs via open‑ended questions.
Adaptability: Excel at working with ambiguity and a desire to create new processes and procedures.
Organization: Highly organized and able to manage many activities and deadlines.
Position Requirements
Education: B.S. or B.A. required.
Experience: 5+ years in Customer Success or Account Management.
Software Proficiency: Proficient in Salesforce and Gainsight.
Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, and related rights), sexual orientation, gender identity or expression, protected veteran status or disability.
Compensation Range Transparency The targeted combined range for this position is $121,000 – $261,800 (USD). The actual amount offered will be within that range, dependent on education, skills, experience, scope of the role, location, etc., as determined through the selection process.
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SAP Concur‑Senior Client Success Advisor
role at
SAP .
At SAP, we keep it simple: you bring your best to us, and we’ll bring out the best in you. We’re builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what’s next. The work is challenging – but it matters. You’ll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What’s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
Role Overview Our client success organization serves as the focal point for our at‑risk clients to re‑engage and achieve success with SAP Concur. As a Senior Client Success Advisor, you will manage and engage with customers who delay activation of core projects, while leading global efforts to reduce revenue loss from material breach. This senior‑level role expands beyond standard advisory duties to serve as a strategic leader in revenue protection, pioneering processes to mitigate financial risk, reduce terminations due to material breach, and drive high‑level cross‑functional partnerships across the SAP Concur Enterprise and Small/Mid‑Market business units.
Key Responsibilities
Revenue Protection: Drive predictable revenue by creating and implementing processes to reduce client terminations due to non‑payment.
Risk Analysis: Mitigate risk and attrition by treating past‑due billing as an early risk indicator for customer health.
Innovation: Build proactive methods to identify potential risk and create semi‑automated mitigation processes.
Financial Partnership: Partner with SAP Cash Collections and Accounts Receivable teams to create clear, effective communications for past‑due clients.
Root Cause Diagnosis: Coordinate with Client Success, Sales, and Implementation Services to identify if past‑due status is a symptom of larger post‑sale service or product execution issues.
Activation Strategy: Consult with customers and provide alternative activation solutions to re‑engage with the Activation team.
Strategic Influence: Engage with multiple layers of client stakeholders to understand their desired outcomes and influence their commitment to complete activation.
Engagement Tactics: Implement strategies to improve client responsiveness, deployment, and revenue recognition.
Problem Solving: Proactively identify solutions for mitigating customer cancellations and extended delays in activating core products.
Business Unit Integration: Work cross‑functionally with SAP Concur Enterprise and SAP Concur Small/Mid‑Market (SMB) Business Units.
Trend Analysis: Work cross‑functionally with Sales and Services to identify trends with at‑risk customers and solutions to prevent delays.
Data‑Driven Influence: Gather and present compelling data and trends to upstream partners to inform decisions and mitigate future escalations.
Payment Velocity: Shorten “Time to Payment” for past‑due customers.
Automation Adoption: Increase the auto‑pay customer base.
Revenue Collection: Achieve specific collection goals.
Retention: Decrease the volume of terminations due to material breach (non‑payment).
Cloud Revenue: Increase revenue recognition for in‑term collection efforts.
Skills & Qualifications
Proven Results: Proven track record of exceeding retention targets.
Portfolio Management: Successful experience managing a portfolio of 100+ clients in the SMB space.
Communication: Excellent verbal and written communication skills.
Mobilization: Ability to mobilize customers and cross‑functional partners through collaboration.
Technical Aptitude: Strong technical aptitude to understand and identify “path forward” solutions.
Analytical Thinking: Inquisitive and able to uncover customer needs via open‑ended questions.
Adaptability: Excel at working with ambiguity and a desire to create new processes and procedures.
Organization: Highly organized and able to manage many activities and deadlines.
Position Requirements
Education: B.S. or B.A. required.
Experience: 5+ years in Customer Success or Account Management.
Software Proficiency: Proficient in Salesforce and Gainsight.
Equal Employment Opportunity SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, and related rights), sexual orientation, gender identity or expression, protected veteran status or disability.
Compensation Range Transparency The targeted combined range for this position is $121,000 – $261,800 (USD). The actual amount offered will be within that range, dependent on education, skills, experience, scope of the role, location, etc., as determined through the selection process.
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