**What we offer**
**Job Overview**
The Service Administration Coach will be responsible for ensuring customer satisfaction through clear communication and accountability for the overall customer communications experience.
Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel, Expense and Invoice delivered in the cloud is essential.
**Service Administrator Responsibilities**
Understand your client's business requirements in order to best configure the system and exceed client expectations.
You will:
- Assist in identifying usage gaps to increase adoption levels.
- Perform configuration changes as requested by the customer.
- Facilitate manual and automated data imports and exports.
- Create and submit any Solution Suggestion according to client needs and scope of Concur products/services
**Activity with all Clients**
- Make yourself consistently available to assist with customer requests (research, respond and act) as needed for your portfolio of customers.
- Coordinate conference calls with customers and Concur technical resources to expedite troubleshooting when needed.
- Communicate difficult messages, such as 'R&D won't fix', 'Feature request not available in the current product', when necessary, or work closely with Client Development or management to communicate messages.
- Assist clients navigating, contacting Concur resources, i.e.
Client Executive, Billing, and Audit Services, as necessary.
- Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure client issues are addressed in a timely manner
- You will be accountable to the customer and to each other in solving the problem and providing transparency to your clients so they are aware of options and plans to resolve any outstanding concerns.
- Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client's challenges
**General Responsibilities for Service Administration Coaches**
- Develop and maintain functional and technical product knowledge.
- Be aware of, and comply with, all corporate policies.
- Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
- Detail all communication in internal tracking tools in a timely manner.
- Provide contributions to Concur's project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
- Develop and maintain knowledge of Concur's implementation and support practices and methodologies
- Consistently communicate project status with Client Success Management team as needed
**Qualifications**
Education, Experience & Training required:
- BA/BS or equivalent experience is desired
- Experience with Concur software solutions required
- Experience with Travel Management and/or online booking tools highly desirable
- Project Management experience is a plus
- Management consulting experience is a plus
- Software design and configuration experience is a plus
- Technical file integration experience is a plus
- Consulting in a client facing environment is a plus
- Spanish or second language fluency is a plus
- Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
- Experience with software as a service preferred.
- Experience developing manual procedures, and supporting curriculum development and training efforts.
- Process Review and Development
- Successful experience working directly with customers.
- Effective verbal and written communication skills.
- Demonstrated ability to prioritize and manage workflow to meet deadlines.
- Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
- Excellent organizational and planning skills.
- Communication Planning
- Learning Services (Knowledge Transfer) planning
Critical Performance Competencies:
- Personal Professional Effectiveness
- Communication and Influence
- Planning and Organizing
- Partnering
- Process Management / Quality
- Decisiveness / Judgment
- Business Acumen/Strategic Business Perspective
- Integrity/Savvy
- Innovation
Value Competencies:
- 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
EEO:
- Equal Opportunity Employer, M/F/D/V.
Physical and Cognitive or Mental Requirements:
Major Job activities - physical requirements:
- Use of computer and keyboard for extended periods of time on most or all workdays
- Use of telephone - throughout the workday as needed to conduct business
- Working unde