SAP Concur - Gainsight Program Manager, Customer Success Job
Date: Mar 19, 2020
City: Bellevue, WA, US
Requisition ID: 248822
Work Area: Administration
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Concur seeks a Program Manager responsible for driving high-impact Gainsight initiatives within our SMB organization. This role is focused on building process and tools to measure and monitor customer health while using actionable insights to drive customer engagement and value realization throughout the customer lifecycle. Focus will be on designing new processes to improve customer satisfaction, employee productivity, and revenue growth. The ideal candidate is highly collaborative, creative, out-of-the-box thinker, and process-oriented with strong analytical and problem-solving skills to deliver results. Success is defined by building and launching effective programs, process, and tools to improve operational alignment and drive customer success. This role is critical to supporting the long-term customer success strategy and business transformation at Concur. It is required that this candidate has a deep working knowledge of the Gainsight platform.
Drive the Gainsight operational plans and readiness for various customer success transformation initiatives as it throughout our SMB organization
Build, implement, and manage processes to track and monitor customer success
Provide internal strategic consulting to drive innovation and operational excellence across Concur
Coordinate with Marketing, Customer Experience, Client Development, Services, BI, IT & Product teams to build and implement value touchpoints along the customer journey
Help execute initiatives to drive revenue growth programs to drive up-sell, cross-sell, and renewals
Build process to support both high touch and tech touch engagement models within Gainsight
Keep big picture in mind to drive cross-company alignment ensuring organizational goals are met
Formulate proposal to maximize data and customer engagement for internal teams
Drive partnership with stakeholders across the business to build a unified customer success framework
Work with broader Customer Operations teams to support priorities and evolution of Gainsight
Drive successful adoption of customer success processes across the business
Perform root-cause analysis on existing customer engagement processes to improve employee productivity and effectiveness for customer-facing roles
Map out and document processes from beginning to end, highlighting improvement opportunities
Build, prioritize, and implement new processes to meet key business objectives
Build and lead effective change management and communication strategies
Drive stakeholders and leadership alignment across the business to deliver on top priorities
Provide regular and timely communication of program status and progress towards goals
Define and manage program activities including, but not limited to: scope and priority setting, building business requirements, project plans, identifying interdependencies, risk mitigation, issue tracking, quality management, training and communication planning
Education, Experience & Training required:
3+ years of program management experience, preferably for B2B SaaS company
Sales or Customer Success Operations experience with strong background in process design
Admin Experience with Gainsight is required
PMI, Six Sigma or equivalent certification preferred
Deep empathy for stakeholders and customers
Technically savvy in data analytics and data insights
Excellent communication and collaboration skills
Experience in driving large-scale, company-wide Change Management activities
Bachelor’s degree required.
Job Specific Specialized Knowledge & Skills:
Solid process and analytical skills tied with creative thinking and sharp decision-making abilities
Understanding of common business practices and customer engagement touch-points for customer-facing roles
Ability to prioritize and meet tight deadlines
Ability to say No! You’ll have to make tough calls to focus on most impactful work
Proven success in defining and documenting efficient and scalable solutions
Ability to analyze data and connect the dots, making recommendations to management and project members in a timely manner
Drive PMO process to align with organizational goals using consistent program management processes and framework
Experience in business operations optimization, including, but not limited to: common sales processes, account management, customer success management, billing, contracts, renewals, service terminations, commissions, analytics/dash-boarding, organization restructuring, best practices, etc.
Ability to build consensus, create momentum, and work well cross-functionally with other departments and varying levels of management
Proven success in building, analyzing, and monitoring KPI, financial data, and success measures
Strong stakeholder management skills with focus on listening to stakeholder and customer needs
Excellent, accurate, and effective oral and written communication skills
Ability to learn and adapt to new technologies and principles
Positive, customer-focused interpersonal skills and attitude
Must be team oriented, self-motivated, and able to work with minimal supervision
Significant personal initiative, high energy with a “can do” attitude and professional drive
Exhibit and lead with strong change management skills
Proven agility to work in a fast-paced and ever-changing environment
Experience with key tools: Gainsight, Microsoft Suite of applications (with strong emphasis on Visio, Project, Word and Excel), Smartsheet, Tableau, Cognos, and Salesforce
WHAT YOU CAN GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue
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