Assistant Coach

Overview

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Job Overview

The Senior Premium Coach serves as a strategic leader and subject matter expert responsible for delivering high-quality consultation to SAP Concur customer administrators. This role drives customer self-sufficiency, deepens product expertise, and enhances overall application optimization. The Senior Premium Coach leads by example through elevated customer engagement, mentoring team members, influencing best practices, and strengthening long-term customer loyalty.

Senior Premium Coaches build trusted relationships, provide advanced configuration support, offer best-practice recommendations, and guide customers through complex solution decisions. In addition, they act as a senior escalation point for both customers and internal teams, ensuring timely, transparent, and effective resolution of issues. They consistently demonstrate strong leadership, communication, and strategic insight across SAP Concur’s Travel, Expense, and Invoice solutions.

• Serve as a senior point of contact, consistently available to support customer portfolios through research, response, and action.
• Lead and coordinate high-impact customer calls involving SAP Concur technical and functional resources to accelerate issue resolution.
• Communicate complex or sensitive messages (e.g., R&D limitations, unavailable features) with tact, empathy, and clarity; coach others on effective messaging.
• Guide customers in navigating SAP Concur resources including Customer Executives, Billing, Audit Services, and Support.
• Use a wide range of communication channels (direct calls, email, chat, conference calls, screen sharing, case updates, etc.).
• Provide leadership in managing escalations by engaging the right cross-functional teams, driving accountability, and unblocking customer challenges.
• Model transparency by outlining options, next steps, and realistic expectations for customers.

• Mentor junior coaches and peers, offering guidance on product knowledge, customer communication, and troubleshooting strategy.
• Contribute to team performance by sharing insights, leading knowledge-sharing sessions, and improving internal processes.
• Support leadership initiatives by representing the coaching function in strategic discussions, pilot programs, and cross-departmental efforts.
• Demonstrate thought leadership by proposing improvements to SAP Concur methodologies, documentation, and tools.

• Maintain advanced understanding of SAP Concur’s functional and technical capabilities across all core solutions.
• Provide consultative guidance to customers, helping them evaluate trade-offs, understand impacts, and maintain scope alignment.
• Identify usage gaps and recommend additional services or optimizations to increase adoption.
• Perform and oversee configuration changes, ensuring quality and accuracy.
• Facilitate complex data imports/exports, both automated and manual.
• Stay informed about product updates, roadmap changes, and continual enhancements.

• Maintain strong organization and follow-through, including updates to customer success plans and key administrative responsibilities.
• Deliver exceptional customer service with a focus on high case survey scores.
• Document all communication thoroughly and promptly in internal tracking systems.
• Partner with Customer Success Management on project status, risk updates, and strategic customer discussions.
• Strategic Business Perspective
• Customer Advocacy
• Innovation & Process Improvement
• Integrity & Professional Judgment
• Technical Aptitude & Problem Solving

Physical:

• Prolonged computer and keyboard use
• Frequent telephone communication
• Ability to work under time pressure and extended periods of focused effort
• Regular interaction and communication with customers and internal teams

Cognitive:

• Managing multiple concurrent tasks
• Performing under stress
• Strong reading, writing, and problem-solving skills
• Maintaining confidentiality
• Continuous customer contact
• Occasional travel may be required

• Typically 40+ hours per week to meet objectives and ensure timely responsiveness
• Flexible scheduling may be needed

Education, Experience & Training

• 2–4 year degree (Accounting or Information Systems focus preferred)
• Proficiency in SAP Concur Travel, Expense, and Invoice strongly preferred
• Minimum 1 year hands-on configuration experience with the SAP Concur suite
• Minimum 1 year of project management, consulting, or software…