SAP SAP Concur - Gainsight Program Manager, Client Success in Bellevue, Washington
Requisition ID: 277648
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.
Our Client Success organization serves as the focal point for our clients. We are a mosaic of high-performing individuals who are committed to elevating those around us.
Our mission is to achieve best in class client retention and drive scale while also ensuring that clients can trust in a consistently excellent experience across the company. This role is a direct extension of SAP Concur’s Client Experience mission to become a trusted partner, empowering clients to focus on their purpose and become a best run business.
About the role
As a Gainsight Program Manager you will be responsible for driving high-impact Gainsight initiatives within our SMB organization. This role is focused on building process and tools to measure and monitor client health while using actionable insights to drive client engagement and value realization throughout the client lifecycle. This role is critical to supporting the long-term client success strategy and business transformation at SAP Concur.
Who you are
As a Gainsight Program Manager, you will look forward to:
Drive the Gainsight operational plans and readiness for various client success transformation initiatives
Perform root-cause analysis on existing client engagement processes to improve employee productivity and effectiveness for client-facing roles
Map out and document processes from beginning to end, highlighting improvement opportunities
Build, implement, and manage processes to track and monitor client success
Help execute initiatives to drive revenue growth programs to drive up-sell, cross-sell, and renewals
Coordinate with multiple cross functional teams to build and implement value touchpoints along the client journey
Work with broader Client Operations teams to support priorities and the evolution of Gainsight
Process and analytical skills tied with creative thinking and effective decision-making abilities
Understanding of business acumen and client engagement touch-points
Proven success in defining and documenting efficient and scalable solutions in a fast-paced and ever-changing environment
Align with organizational goals using consistent program management processes and framework
Ability to build consensus while coordinating various priorities across different stakeholders
Experience with key tools such as: Gainsight, Microsoft Suite of applications (with strong emphasis on Visio, Project, Word and Excel), Smartsheet, Tableau, Cognos, and Salesforce
Get to know us
We are committed to creating a diverse team and are looking for individuals that desire to make a difference.
We live by our values and are committed to demonstrating them:
Values Inclusion – by creating space for all ideas, encouraging and welcoming team members to come as their authentic selves and acknowledging that diverse perspectives and experiences drive our success.
Invests in Collaboration – Leaves ego at the door and achieves goals by delivering results with purpose, tenacity, and teamwork. Challenges self and others to think outside the box and aspire for more, while making it a priority to find ways to work better together and maintain trusting relationships.
Displays Passion - for the work we are doing, and what we have achieved. Committed to continuous learning, growth and the success of our clients.
Builds and honors Trust – by listening first, being open about failures, seeking to understand, and having honest conversations. Holds self and others accountable for results.
Makes a Difference – A catalyst for change. One who steps up, take action, build consensus, leads the change and owns the outcome.
Adaptable when faced with change - acquires understanding and absorbs new information rapidly. Is flexible in one’s approach and comfortable with change Maintains composure and focus under pressure and takes a disciplined approach to clear objectives.
Demonstrates Empathy – seeks to understand and recognize another person’s reality, aiming to understand their feelings and perspectives, and using that understanding to guide subsequent actions.
Prioritizes Integrity – Approaches all scenarios with honesty, accountability, and transparency. Does not compromise ethical behavior regardless of obstacles.
WHAT YOU 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 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 ).
Successful candidates might be required to undergo a background verification with an external vendor.
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