Digital Customer Success Partner - Cantonese&english Speaking

Digital Customer Success Partner

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Our Customer Success organization serves as a focal point for our customers to achieve success with Concur. As a Digital Customer Success Partner, you will be responsible for a medium portfolio of accounts in the lower segment. Digital CSP's will use a low touch/virtual engagement approach in order to provide an excellent customer experience by using our Digital tools, driving both Customer Success and Sales activities. In this role, you will spend your days partnering with our Enterprise customers to provide strategic recommendations around maximizing the benefits of their subscription with Concur, and driving any Sales leads to closure.

A Digital Customer Success Partner will:

• Complete proactive customer outreach at all stages of the customer lifecycle
• Serve as a focal point for customers for their growth and expansion needs
• Meet & achieve account retention, pipeline building and revenue goals
• Execute pricing strategies and sales contracts
• Conduct Customer Business Reviews to drive adoption and expansion of services
• Establish relationship with customers as trusted advisor, drive customer value realization
• Maintain a clean book of business, ensure data integrity for the business
• Be a client advocate and a voice of reason as you cross-collaborate across internal teams

Skills & Qualifications:

• Account management and sales experience in managing and growing a portfolio of existing global companies
• Experience managing high volume sales and customer success engagements with clients
• Proven ability to work with virtual/social tools to engage with customers
• Ability to uncover how a customer defines success and the ability to align that vision with Concur's delivery of value to create long term mutual partnerships
• Proven track record of exceeding retention and revenue targets
• Highly structured approach with strong collaboration, communication and problem solving skills – ability to handle issue resolution and navigate customers
• Understanding of SaaS and ideally Concur solutions - ability to articulate the value of Concur solutions in solving customer business problems
• Strong business acumen and ability to drive a value based conversation
• Anticipate, identify and meet your customers' needs
• Motivate and mobilize customers and cross functional partners through collaboration and clear communication
• Uncover opportunity through analysis, inquisitiveness and a deep understanding of your customer's business including initiatives and drivers and aligning those to solutions
• Thrive in a fast paced and evolving environment

Position Requirements:

• Experience in an Account Management and Sales role
• Proficient in written and spoken Cantonese and English
• Extensive experience in handling Hong Kong and Greater China customers
• Enterprise Software & SaaS industry experience preferred
• A strong team player, can work collaboratively across multiple teams
• Strong written and verbal communication skills, including negotiating skills
• Passionate with a can-do attitude
• Strong problem-solving skills. Aptitude to assess a situation, define key objectives, make recommendations and execute on action plans