Premium Assistant Coach

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

Job Overview

The Senior Premium Coach serves as a strategic leader and subject matter expert responsible for delivering highquality consultation to SAP Concur customer administrators. This role drives customer self-sufficiency deepens product expertise and enhances overall application optimization. The Senior Premium Coach leads by example through elevated customer engagement mentoring team members influencing best practices and strengthening long-term customer loyalty.

Senior Premium Coaches build trusted relationships provide advanced configuration support offer bestpractice recommendations and guide customers through complex solution addition they act as a senior escalation point for both customers and internal teams ensuring timely transparent and effective resolution of issues. They consistently demonstrate strong leadership communication and strategic insight across SAP Concurs Travel Expense and Invoice solutions.

Key Responsibilities

Customer & Engagement

• Serve as a senior point of contact consistently available to support customer portfolios through research response and action.
• Lead and coordinate highimpact customer calls involving SAP Concur technical and functional resources to accelerate issue resolution.
• Communicate complex or sensitive messages (e.g. R&D limitations unavailable features) with tact empathy and clarity; coach others on effective messaging.
• Guide customers in navigating SAP Concur resources including Customer Executives Billing Audit Services and Support.
• Use a wide range of communication channels (direct calls email chat conference calls screen sharing case updates etc.).
• Provide leadership in managing escalations by engaging the right cross-functional teams driving accountability and unblocking customer challenges.
• Model transparency by outlining options next steps and realistic expectations for customers.

Coaching & Team Contribution

• Mentor junior coaches and peers offering guidance on product knowledge customer communication and troubleshooting strategy.
• Contribute to team performance by sharing insights leading knowledgesharing sessions and improving internal processes.
• Support leadership initiatives by representing the coaching function in strategic discussions pilot programs and crossdepartmental efforts.
• Demonstrate thought leadership by proposing improvements to SAP Concur methodologies documentation and tools.

Consultative & Technical Expertise

• Maintain advanced understanding of SAP Concurs functional and technical capabilities across all core solutions.
• Provide consultative guidance to customers helping them evaluate trade-offs understand impacts and maintain scope alignment.
• Identify usage gaps and recommend additional services or optimizations to increase adoption.
• Perform and oversee configuration changes ensuring quality and accuracy.
• Facilitate complex data imports/exports both automated and manual.
• Stay informed about product updates roadmap changes and continual enhancements.

Operational Excellence

• Maintain strong organization and follow-through including updates to customer success plans and key administrative responsibilities.
• Deliver exceptional customer service with a focus on high case survey scores.
• Document all communication thoroughly and promptly in internal tracking systems.
• Partner with Customer Success Management on project status risk updates and strategic customer discussions.

Competencies

• Leadership & Mentorship
• Strategic Business Perspective
• Customer Advocacy
• Innovation & Process Improvement
• Communication Excellence
• Integrity & Professional Judgment
• Technical Aptitude & Problem Solving

Physical & Cognitive Requirements

Physical:

• Prolonged computer and keyboard use
• Frequent telephone communication
• Ability to work under time pressure and extended periods of focused effort
• Regular interaction and communication with customers and internal teams

Cognitive:

• Managing multiple concurrent tasks
• Performing under stress
• Strong reading writing and problemsolving skills
• Maintaining confidentiality
• Continuous customer contact

Work Environment:

• Indoor office setting
• Occasional travel may be required

Working Hours:

• Typically 40 hours per week to meet objectives and ensure timely responsiveness
• Flexible scheduling may be needed

Qualifications

Education Experience & Training

• 24 year degree (Accounting or Information Systems focus preferred)
• Proficiency in SAP Concur Travel Expense and Invoice strongly preferred
• Minimum 1 year handson configuration experience with the SAP Concur suite
• Minimum 1 year of project management consulting or software configuration experience
• Minimum 2 years in customerfacing or serviceoriented roles
• Experience with financial applications and accounting processes
• Strong organizational ability and consistent delivery on commitments

Specialized Knowledge & Skills

• Advanced problemsolving and resolution skills
• Proven ability to lead cross-functional collaboration
• Strong negotiation and presentation abilities
• Exceptional written and verbal communication
• High technical aptitude and ability to quickly learn complex concepts

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software SAP has evolved to become a market leader in end-to-end business application software and related services for database analytics intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose-driven and future-focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.

We win with inclusion
SAPs culture of inclusion focus on health and well-being and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP we believe we are made stronger by the unique capabilities and qualities that each person brings to our company and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity age gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability.

Compensation Range Transparency: SAPbelieves the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 66900 - actual amount to be offered to the successful candidatewill be within that range dependent upon the key aspects of each case which may include education skillsexperience scope ofthe role location etc. as determinedthrough theselection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 445148 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid