SAP Concur Customer Experience Manager (CXM) - Hirekeyz

Role: SAP Concur Customer Experience Manager (CXM)

Location: Local to Reston, VA preferred (but will accept remote candidates too) No West Coast candidates.

Duration: Long Term Contract

Job Description

The Customer Experience Manager (CXM) serves as the primary liaison between Federal Government stakeholders, government customers, and internal product teams. This role is responsible for fostering trusted relationships, driving product adoption, and ensuring world-class customer experiences. The CXM leverages expertise in government travel and expense products and policy to provide valuable insights and guide forward momentum on product development. In collaboration with cross-functional teams, the CXM leads customer experience initiatives, including UX research, stakeholder interviews, and workshop facilitation within an agile environment.

Required Skills

• At least 3 years of experience with SAP Concur configuration and administration.
• At least 5 years supporting Federal Government agencies on a Travel and Expense management platform.
• Implementation of SAP Concur Travel and Expense, including requirements gathering, demonstrations, configuration, testing, training, and go-live support.
• Proficiency in the understanding of Concur Request, Travel and Expense modules.
• Hands-on experience setting up audit rules, approval workflows, and role-based permissions.
• Familiarity with expense policies, compliance, and finance/AP processes.
• Excellent facilitation skills for both technical workshops and user training sessions.
• Ability to work independently while engaging cross-functional stakeholders.

Preferred Skills

• Experience integrating SAP Concur with ERP or HRIS systems.
• SAP Concur certification(s).
• Prior experience in change management and process optimization.
• Experience working with organizations migrating from manual or paper-based systems.
• Travel industry experience.
• FTR/JFTR knowledge.

Clearance

• Able to obtain MBI Clearance.

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