Concur Client Success Manager in Philippines
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Client Success Manager
Job ID #: 16238
Functional Area: Customer Support
Department: Global Services-Global Operating Center Manila
Position Type: International Full Time
Education Required: Not Indicated
Experience Required: Not Indicated
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