Job Overview:
Under moderate supervision, the Account Manager is responsible for the on-going success and partnership of named customers within the assigned client base. This position will serve as the partner and advocate for named accounts to ensure the highest levels of on-going retention, satisfaction, and opportunity development are realized. In addition, the Account Manager will develop qualified references within their client segment. Key to success in this position is the development and maintenance of strong relationships, both within Concur and with the clients. This position is structured as a phone-based delivery model with a high volume account base. Moderate travel may be required. Account Managers report to a Manager or Director level.
Responsibilities:
? Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
? Identify and execute business strategy for assigned client segment. Work cross-functionally to execute on individual client strategies. Identify opportunities for adding greater value.
? Develop qualified references by establishing credibility and responsiveness with assigned clients. Ensure clients receive appropriate acknowledgement for providing references.
? Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions.
? Identify and implement improvements to processes, documents, tools, reports, etc. to benefit team and internal/external clients.
? Participate on cross-functional teams to discuss accounts and look for trends or commonalities. Ensure the best interests of both clients and Concur are being fairly and objectively represented.
? Identify and execute business strategies that contribute to the success of the key metrics of the position -- retention, renewals, referenceability, utilization/adoption, contractual compliance and opportunities for expansion.
? Other duties/special projects as assigned.
? Be aware of, and comply with, all corporate policies.
Education, Experience & Training required:
? BA/BS degree or equivalent experience.
? Minimum 3-5 years experience in client service capacity with high level of interaction with internal/external clients and partners.
? Software industry experience preferred.
? Ability to pass a background check.
Job Specific Specialized Knowledge & Skills:
? Aptitude to analyze a situation, define key objectives, and recommend strategies and action plans.
? General understanding of business, financial systems and organizational decision-making.
? Strong written and verbal communication skills, including negotiation skills.
? Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
? Must possess a client-focused attitude with the ability to act as a client advocate when escalating and resolving issues.
? Proven ability to engage and interact with internal teams to resolve client issues.
? Planning and project management capabilities.
? Ability to give presentations to small and large groups of people.
? Advanced Microsoft Office (particularly Excel) skills.
? Knowledge of Oracle Discoverer, Cognos and PeopleSoft/Vantive CRM preferred.
Critical Performance Competencies:
? Business Acumen/Strategic Business Perspective -- demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
? Client Value Creation -- demonstrates concern for meeting internal and external clients' needs in a manner that provides satisfaction and excellent results for the client
? Influence -- uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing Concur's financial success
? Interpersonal -- builds and maintains trusting relationships with associates and clients
? Change Management -- initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace
? Energy/Drive -- exhibits strong desire to achieve
? Personal/ Professional Effectiveness -- demonstrates ability to be self-directed and self-motivated
? Intelligence -- acquires understanding and absorbs new information rapidly
? Planning and Organizing -- optimizes use of time and resources to achieve desired results
? Accountability -- holds self and others accountable for results
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:
Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V)
Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.
Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of 'Leadership through innovation in everything we do'. Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.
Confidentiality and our core value 'Personal and corporate integrity' are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.
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