Concur Client Success Specialist in Philippines
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Client Success Specialist
Job ID #: 12199
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: No
Under moderate supervision, the Client Development Specialist is responsible for assisting our SMB Client Development team with the management of internal processes that impact a customer’s experience with Concur. Key to success in this position are: strong organizational skills; accurate, clear written and oral communication skills; the ability to build trust and credibility through timely & accurate communication, development of strong relationships within Concur, as well as strong department and product knowledge. Additionally the Specialist will assist with efforts to improve, streamline and maintain all work in an effort to best serve our customers and allow for scalability in our department.
Create customer contracts for add-on services using our internal contract system (currently BMI).
Create and submit credit memos that are requested by our customers. This includes collecting and attaching relevant supporting information, detailing the situation at a high level and having an understanding of Concur’s credit philosophy.
Assist with the internal processing of customer terminations.
Upon receiving an internal task, provide customers a copy of Concur standard documentation (e.g. W-9 Tax forms, SAS/ISO documentation, etc) via email.
Identify and implement improvements to these processes, in an effort to streamline and improve the speed and efficiency of the work.
Participate in team discussions with a focus on identifying trends or commonalities in credits and terminations, in an effort to communicate and develop practices that reduce the volume of credits and terminations. Ensure the best interests of both clients and Concur are being fairly and objectively represented in these discussions.
Other duties/special projects as assigned.
Be aware of, and comply with, all corporate policies.
Education, Experience & Training required:
Minimum 1 - 2 years experience in client service capacity with a high level of interaction with internal/external clients and partners.
Software as a Service (SaaS) industry experience with high volume account base
Ability to pass a background check.
Job Specific Specialized Knowledge & Skills:
Strong attention to detail and ability to work efficiently and swiftly.
Aptitude to analyze a situation and recommend strategies and action plans.
General understanding of business, financial systems and organizational decision-making.
Strong written and verbal communication skills.
Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
Proven ability to engage and interact with internal teams to resolve issues.
Planning and organizational capabilities.
Ability to give presentations to small groups of people.
Ability to understand software best practices and capabilities
Knowledge of Salesforce.com and BMI is helpful.
Critical Performance 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
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
- Equal Opportunity Employer, M/F/D/V
Physical and Cognitive or Mental Requirements:
Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.
Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’. Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.
Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.