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New Admin Onboarding: A Who's Who Guide to SAP Concur
Welcome to Support | Who's Who | Product Learning | Find Help | End User Adoption | Mobile App | Reporting | Product Updates |
Success with SAP Concur isn’t a solo mission—it’s a team effort. Whether you're navigating internal approvals or reaching out for product support, it helps to know exactly who does what. This page introduces you to the key roles within your organization and at SAP Concur, so you’ll always know who to turn to for guidance, decisions, support, or strategy.
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Internal Roles |
To start, we’ll introduce you to a few individual roles within your organization that may help you along the way.
Authorized Support Contact (ASC): An Authorized Support Contact (ASC) is one of up to five people designated to access the Support Portal, contact SAP Concur Support via phone, or chat and open cases with our support team. Caution: assigning too many ASCs is not advised as they also have access to change your configuration.
Backup Contact: Establishing a backup contact ensures continuity of support and system management in your absence. It helps prevent disruption of service and supports end users. This contact should be established internally; SAP Concur does not record backup contacts.
Project Lead: These are representatives from your company who are the point of contact during implementation. Depending on the solution, this could be anyone from HR to your Travel Admin.
Executive Sponsor or Finance Leader: These are the people who either oversee the contract or are the actual signers.
HR Manager or Director: A professional who oversees the functioning of the HR department within an organization. They are responsible for managing processes like hiring, training, employee relations, compensation, benefits, and maintaining compliance with labor laws. They also play a strategic role in planning and structuring policies for employee development, retention, and satisfaction.
Travel Manager: Responsible for developing, managing, and coordinating an organization's travel policies and programs. They aim to ensure all business travel is safe, cost-effective and aligns with the company's needs and policies.
End User: All Concur Expense users. Training End Users and sharing site updates can help encourage users to embrace the updates and changes, thereby promoting user adoption. (See End User Adoption)
Cash Collection/Accounts Receivable team: Team who will be in touch regarding your billing as needed.
More admin roles and their permissions.
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SAP Concur and Partner Roles |
Next, here are some folks from our SAP Concur family who are willing and able to help you when you need it.
Customer Success Contact / Account Manager: This is your main operational point of contact. They are here to field general questions and find you the resources and answers you need. As your dedicated guide, they will help ensure seamless integration and operation of SAP Concur solutions in your organization.
Sales: A Customer Success Contact will engage a Sales contact if you need a new solution.
Support: This is the team that handles all the technical topics through tickets and requests that come through the support portal. Follow this guide to make sure your tickets are routed to the right representative. Our experts are available 24/7 to troubleshoot any technical issues you face with SAP Concur.
Accounts Receivable Analyst: This person can answer questions or help with issues related to your invoices, billing contracts, and terms. Find contact information within the SAP Concur Billing Portal in your SAP Concur solution.
Implementation Manager: The team that ensures the smooth initiation and customization of SAP Concur solutions to fit your company's needs.
Solution Consultant: Combines technical expertise with sales skills to provide advice and support on a range of products or services to potential customers.
Service Contacts: SAP Concur offers a wide range of services to help optimize, simplify, or support your day-to-day activities and achieve your strategic goals. The Service Contact can help you explore these options.
Travel Management Company (TMC): SAP Concur Travel contracts can be handled directly by SAP Concur, or indirectly by your Travel Management Company. It is important to understand your travel contract in order to know who will assist you with any travel-related issues. Understanding the correct process will prevent delays and frustration for both you and the end user. If you are unsure of your contract type, please contact SAP Concur Support for confirmation.
It’s a long list, but we’re continuously working to create a team of experts who will be there to support you on your journey to becoming a Concur Product Expert. We know you got this!
