SMB

WHO ARE WE?

PROFESSIONAL

• Professional CT&E, Concurforce & Invoice
• Dedicated Account Manager
• Manage 200+ accounts
• Consultative approach
• Primary communication=Collaborative

DIGITAL

• Standard
• accountmgmt@concur.com
• Manage 500+ accounts
• Resolution via team approach
• Primary communication=Digital

HOW CAN WE HELP?

ACCOUNT MANAGER ROLE

• Client advocate
• Consult on best T&E practices
• Connection to other Concur resources
• Assist with service & billing questions
• Assist with non ARR opportunities

WHEN TO ENGAGE?

NEW SALES

• Post Implementation
• Still in Implementation contact Implementation Mgr. or your RSD
• Opportunities with NO ARR -Onetime fees**
• Processing Credit Memos
• Assistance with Client escalations

CLIENT DEVELOPMENT

• Opportunities with NO ARR: Tier decreases & onetime fees **
• Processing Credit Memos
• Assistance with Client escalations
• Processing terminations
• General questions

ACCOUNT MANAGERS ARE NOT.....

• Technical experts
• Implementation specialists
• Sales Admins

HOW ARE WE MEASURED?

METRICS

• Client Engagement: Utilization, NPS, client attendance @ Fusion Exchange, webinars, product penetration
• Retention
• References & Referrals
• Opportunities
• Client satisfaction

THANK YOU!

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