Manager Product Support- SAP Concur Travel Job Vacancy in SAP Bengaluru, Karnataka – Updated today

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Company Name : SAP
Location : Bengaluru, Karnataka
Position :

Job Description : What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!
Summary:
The SAP Concur Travel Support Manager, leads a client facing team of engineers that resolve issues faced by customers on our cloud Travel solution. The chosen candidate will work with engineers & functional experts in the team, locally as well as globally; collaborates with product development managers and global functional leaders, to drive the best customer and employee experience. This position requires candidate equipped to develop talent, manage performance & be accountable to the team’s success.
Role:
Professional leadership for Concur support team that resolves customers issues on Concur Travel
Develop & drive a trust based open culture where customers and employees are at the forefront of decision making
Develop and maintain strong functional and technical product knowledge via case work
Work with team to achieve the Concur Support KPIs & help achieve Business & Development goals
Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.
Partner with engineers to planning team’s growth & development, functionally & technically. Use SAP Talks to review progress & milestones.
Get on phone/conference calls with internal / external partners on cases, escalations, features & trainings.
Edit/review documentation (including training, process, and customer documentation).
Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, etc as applicable
Regularly interface with cross functional & global teams to resolve customer issues and to develop and define processes.
Collaborate with global teams to participate on projects / initiatives or to resolve customer issues & escalations as necessary
Demonstrate “How We Run and Lead” principles while helping the team achieving their business and development goals
Role Requirements:
Total 10 to 12 years of professional experience
3 to 5 years experience with Travel GDS systems is a must
3 to 5 years working with, supporting OBT, Concur Travel knowledge is a must
5 or more years experience in team management is preferred
Successful experience working directly with customers in troubleshooting & resolving issues
Demonstrated ability to establish and maintain an effective follow up system to ensure timely closure on customer issues
Consulting experience in enterprise systems (Financial, Payroll and HR systems) including business processes change management and the ability to build strong client relationships
Technical background with understanding of SQL and other technical areas is preferred
5+ years’ experience in tech support, troubleshooting software or hardware issues
Research based Learning oriented, analytical mindset for expert problem solving
Task based, process driven approach to achieving objectives
Ability to express thoughts clearly & professionally for fluent customer interaction (English)
Display passion for & responsibility to the customer, business & team
Schedule flexibility, in form of working under time pressure and working continuously in America hours 4.30 PM IST to 1.30 AM IST and/or working on the weekends
To launch your career with an organization whose products have a real positive impact on people’s lives, apply today and see where your journey takes you. #LifeatConcur #WorkatConcur WeWorkWithAwesome
We are SAP
SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.
Our inclusion promise
SAP’s 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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.
EOE AA M/F/Vet/Disability:

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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:326510 | Work Area: Customer Service and Support | Expected Travel: 0 – 10% | Career Status: Management | Employment Type: Regular Full Time |

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