Responsible for internal or customer outsourced business processes. This will include support of the customer during initial design and implementation, throughout the life cycle of the customer engagement, or for internal business processes required for the ongoing operations of SAP.Core Tasks may include> Assessment of customer needs> Support or maintain project plan for customer enablement> Lead role in gathering and cleansing data> Provides on-going support customer's tender management and related data> Lead resolution of implementation issues> Implements processes to streamline customer's needs> Helps maintain purchasing systems

Reporting to the Client Services Lead, the Client Services Specialist will represent Concur to customers who purchased Concur Audit and Invoice Capture Services. The CSS is a highly focused individual with superior customer service and relationship management skills. The position requires constant communication with key stakeholders where requests and inquiries via phone and e-mail are handled timely and accurately. In addition, the CSS will identify opportunities to offer information and provide product or service suggestions to suit the customer’s needs and improve existing relationships. The position requires an excellent ability to communicate with all levels of staff, including executive management and must be able to manage difficult conversations and accept responsibility for decisions and situations. The position also requires knowledge of all audit reporting aspects, communications terminology and technology, and organizational procedures. Key Responsibilities:Act as a trusted consultant for Concur Audit and/or Invoice Capture responsible for helping customers effectively utilize the servicesMaintain client relationships through engaging customers proactively via conference calls or emailSupport incoming client inquiries by reviewing previous inquiries and responses, gathering and researching information, assembling and forwarding information and verifying client understanding of information provided Review available resources and use applicable tools to confirm correct Expense and Audit set upRun thru Standard Reports and provide analysis/updates on a regular basisManage escalated issues through client communication and negotiationCollaborate with Audit OPS, GACC, Quality, Training and Onboarding as well as Client Support, Implementations, Service Administration and Client Success Management when necessary to determine available options and address client issues

The Audit Quality Specialist is a critical member of the Quality Assurance Team and will report directlyto the Quality Specialist / Team Lead. The QS will provide the first level of assessment for thedocuments (expense reports, invoices etc.) processed by the Audit team, evaluating how accurately the auditor has applied the internal / external (client) requirements.Tasks:- Providing first level assessment of Auditor output in compliance with internal and external (clients)policies as required.- Reviewing reports from all Global Audit queues within the appropriate SLA.- Documenting the findings per report, recording specific errors and noting any recommendations forremedial actions required to improve Auditor accuracy.- Investigating and documenting the validity of client concerns following the Audit escalation processand reporting findings to Audit Team Leads/Managers.- Recommending improvements to Audit policies, processes and technology and configuration questions where applicable.- Participating in client meetings and calibration sessions as required.- Carrying out ad-hoc tasks such as collating own and QS team’s data and reporting details to QS Team Lead.- Be aware of, and comply with, all corporate policies