Concur Client Success Manager- Specialist in Philippines

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Client Success Manager- Specialist

Job ID #: 16748

Location: Philippines

Functional Area: Customer Support

Department: Global Services-Global Operating Center Manila

Position Type: International Full Time

Education Required: Not Indicated

Experience Required: Not Indicated

Relocation Provided:

Position Description

Job Overview:

  • The Client Success Manager role is a client-facing resource for small to mid-size accounts delivering account management to the customer AFTER the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy and advice, and overall account portfolio management and oversight. As a customer advocate, the Client Support Manager is one of the client’s primary points of contact responsible for orchestrating activities within Concur to deliver a superior client experience. This role focuses on ongoing relationship-building and proactive account management activities, promoting overall customer satisfaction, product adoption, retention and up-selling. The role manages diverse, high profile and/or key accounts. Responsibilities:

  • Account Management skills are CRITICAL to this role:

  • Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.

  • Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.

  • Engage cross-functional resources both internally and with customer organizations to solve problems.

  • Effectively manage time, workload and shifting priorities.

  • Monitor quality of work and identify opportunities for continual improvement.

  • Communicate effectively with customers both verbally and in writing.

  • Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.

  • Understand and explain features and benefits of the product line as it relates to customer needs.

  • Meet or exceed customer expectations by anticipating and resolving their issues.

  • Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.

  • Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.

  • Document interactions and issues in our CRM system.

  • Facilitate and prepare customers for quarterly and/or bi-annual business reviews.

  • Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationships with Concur Sales to strategically manage clients to leverage additional sales.

  • Identify and implement specific strategies to increase utilization and adoption for overall client portfolio.

  • Be aware of, and comply with, all corporate policies.

  • MUST be a team player, including Coaching/Mentoring – new hires or other team members. Position Requirements Education, Experience & Training required:

  • BA/BS degree or equivalent experience.

  • Minimum 2-3 years’ experience in client service capacity with high level of interaction with internal/external clients and partners.

  • Software industry experience preferred.

  • Ability to pass a background check. Value Competencies:

  • Business Acumen/Strategic Business Perspective – demonstrates business/marketplace knowledge (policies, practices, trends, etc.)

  • Client Value Creation – demonstrates concern for meeting internal and external clients’ needs in a manner that provides satisfaction and excellent results for the client

  • Influence – uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing Concur’s financial success

  • Interpersonal – builds and maintains trusting relationships with associates and clients

  • Change Management – initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace

  • Energy/Drive – exhibits strong desire to achieve

  • Personal/ Professional Effectiveness – demonstrates ability to be self-directed and self-motivated

  • Intelligence – acquires understanding and absorbs new information rapidly

  • Planning and Organizing – optimizes use of time and resources to achieve desired results

  • Accountability – holds self and others accountable for results

  • Displays passion for & responsibility to the customer

  • Hires, develops & rewards great people

  • Displays leadership through innovation in everything you do

  • Displays a passion for what you do and a drive to improve

  • Displays a relentless commitment to win

  • Displays personal & corporate integrity