Technical Account manager (Senior Service Administrator UK/EMMA
March 2016 — Present
Looking after Clients and their Travel, Expense and Invoice requirements..
Maintaining multiple customer environments on an on-going basis. Balance multiple priorities, to be prepared for future events as well as expected changes. Understand the client’s Travel and Expense environment. Maintain regular meetings with the client, discussing: goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps. Manage the expectations of the client by understanding the key business drivers and their prioritization. Provide business acumen and strive to understand the business requirements in order to best configure the system and exceed client expectations. Gather advanced functional and simple technical business requirements from client with potential translation into a Solution Suggestion according to client needs and scope of Concur products/services. Configure at a macro level as well as specific features and functionality at a module level. Assist in identifying usage gaps to increase adoption levels. Facilitating manual and automated data imports and exports. Creating, Monitoring, Updating and Closing support cases. Ensure completion of deliverables, managing schedules with creative and technical success. Liaison with client team members and Concur internal resources to ensure understanding and clear communications. Consistently communicate project status with Account Management and Concur Advantage management team as needed. Mentor new consultants that join the department and mentor peers on the team as appropriate. Represent the Department on cross-functional teams. Adhere to Concur SOP’s for escalations as needed. Develop and maintain functional and technical product knowledge. Develop and maintain knowledge of Concur’s implementation and support practices and methodologies.