SAP Concur Customer Experience Manager (CXM) - Federal Government Travel & Expense Solutions at arenaflex

About arenaflex

At arenaflex, we specialize in delivering innovative enterprise solutions that transform how federal government agencies manage their most critical business processes. As a leader in travel and expense management technology, we partner with government stakeholders to streamline operations, ensure compliance, and create seamless user experiences. Our commitment to excellence and innovation has made us a trusted name in the federal technology space, and we continue to expand our team with talented professionals who share our passion for serving those who serve our nation.

Position Overview

arenaflex is currently seeking an experienced SAP Concur Customer Experience Manager (CXM) to join our growing Federal Government Programs team. This is a exciting opportunity for a professional who thrives in a dynamic, client-facing environment and has a deep understanding of federal government travel and expense management requirements.

The CXM role at arenaflex serves as the critical bridge between federal government stakeholders, our valued government customers, and internal product development teams. You will be responsible for cultivating trusted relationships with decision-makers, driving product adoption across government agencies, and ensuring world-class customer experiences throughout the entire engagement lifecycle.

This position offers the unique opportunity to leverage your expertise in government travel and expense products and policies to provide actionable insights that guide product development and innovation. Working within an agile environment, you will collaborate with cross-functional teams to lead customer experience initiatives, including user experience research, stakeholder interviews, and interactive workshop facilitation.

Location: Local to Reston, VA preferred (remote candidates will be considered for the right fit)

Employment Type: Long-Term Contract

Note: Unfortunately, we are unable to consider West Coast candidates at this time.

Key Responsibilities

As a Customer Experience Manager at arenaflex, you will take ownership of the following core responsibilities:

• Stakeholder Relationship Management: Serve as the primary liaison between federal government stakeholders, government customers, and internal product teams. Build and maintain trusted, long-term relationships with key decision-makers across multiple agencies.


• Product Adoption Leadership: Drive successful adoption of SAP Concur solutions within federal government environments. Develop and execute strategic adoption plans that align with agency objectives and user needs.


• Experience Strategy: Design and implement customer experience initiatives that enhance user satisfaction, improve operational efficiency, and ensure compliance with federal regulations.


• Requirements Gathering: Lead comprehensive requirements gathering sessions with government stakeholders to understand business needs, pain points, and opportunities for process improvement.


• Solution Demonstrations: Deliver compelling product demonstrations that showcase the value and capabilities of SAP Concur solutions tailored to federal government requirements.


• System Configuration: Apply hands-on expertise in configuring SAP Concur modules, including Concur Request, Travel, and Expense, to meet specific government agency needs.


• Audit and Compliance Setup: Configure audit rules, approval workflows, and role-based permissions to ensure alignment with federal travel policies and compliance requirements.


• Testing and Quality Assurance: Lead and participate in system testing activities, including user acceptance testing, to ensure solutions meet quality standards and regulatory requirements.


• Training and Enablement: Develop and deliver comprehensive training programs and facilitate technical workshops for government users, ensuring successful adoption and proficiency.


• Go-Live Support: Provide expert support during implementation go-live phases, addressing issues, optimizing configurations, and ensuring smooth transitions.


• Cross-Functional Collaboration: Work closely with product teams, technical specialists, and executive stakeholders to translate customer feedback into product improvements and innovative solutions.


• UX Research: Conduct user experience research and stakeholder interviews to gather insights that inform product development and customer experience enhancements.

Essential Qualifications

To succeed in this role at arenaflex, candidates must meet the following requirements:

• Technical Expertise: Minimum of 3 years of hands-on experience with SAP Concur configuration and administration, demonstrating deep knowledge of the platform's capabilities and configuration options.


• Federal Government Experience: At least 5 years of proven experience supporting Federal Government agencies on Travel and Expense management platforms, with a thorough understanding of government procurement processes and regulations.


• Implementation Experience: Demonstrated success in implementing SAP Concur Travel and Expense solutions, including full lifecycle involvement in requirements gathering, solution demonstrations, system configuration, testing, training, and go-live support.


• Module Proficiency: Strong proficiency in understanding and working with Concur Request, Travel, and Expense modules, with the ability to recommend optimal configuration approaches.


• Configuration Capabilities: Hands-on experience setting up audit rules, approval workflows, and role-based permissions tailored to specific organizational requirements.


• Policy and Compliance Knowledge: Familiarity with expense policies, compliance requirements, and finance/accounts payable processes, particularly as they relate to federal government operations.


• Communication Skills: Excellent facilitation skills for both technical workshops and user training sessions, with the ability to communicate complex concepts to diverse audiences.


• Independent Work: Ability to work independently while effectively engaging and coordinating with cross-functional stakeholders across multiple teams and organizations.


• Security Clearance: Must be able to obtain MBI (Moderate Background Investigation) clearance, which requires U.S. citizenship and successful completion of a background investigation.

Preferred Qualifications

While not required, the following qualifications would make you an even stronger candidate for this position:

• Integration Experience: Previous experience integrating SAP Concur with ERP or HRIS systems, demonstrating understanding of data flows and system interoperability.


• Professional Certification: Current SAP Concur certification(s) that validate your expertise and commitment to professional development.


• Change Management: Prior experience in change management and process optimization, with the ability to help organizations navigate technological transitions effectively.


• Legacy System Migration: Experience working with organizations migrating from manual or paper-based systems to automated solutions, with sensitivity to change management challenges.


• Industry Knowledge: Background in the travel industry, with understanding of travel management concepts, airline/hotel booking processes, and travel policy considerations.


• Regulatory Expertise: Knowledge of FTR (Federal Travel Regulation) and JFTR (Joint Federal Travel Regulations), demonstrating understanding of the complex regulatory framework governing federal travel.

Skills and Competencies

Beyond formal qualifications, arenaflex seeks candidates who bring the following skills and personal attributes:

• Strategic Thinking: Ability to see the big picture and align customer experience initiatives with broader organizational and governmental objectives.


• Problem-Solving: Strong analytical skills to identify root causes of issues and develop effective, innovative solutions.


• Adaptability: Comfortable working in a fast-paced, evolving environment with shifting priorities and emerging requirements.


• Client Focus: Genuine passion for customer success and creating positive experiences for government users.


• Collaboration: Team-oriented approach with the ability to work effectively across organizational boundaries.


• Communication: Exceptional verbal and written communication skills, with the ability to tailor messaging for different audiences.


• Project Management: Strong organizational skills with the ability to manage multiple initiatives simultaneously.

Career Growth and Learning Opportunities

arenaflex is deeply invested in the professional development of our team members. As a CXM at arenaflex, you will have access to:

• Advanced Training: Opportunities for continued education in SAP Concur technologies, federal procurement regulations, and customer experience best practices.


• Career Advancement: Clear pathways for career progression into senior leadership roles within our Federal Government Programs division.


• Industry Exposure: Broad exposure to various federal agencies and their unique operational requirements, expanding your professional network and expertise.


• Innovation Participation: Opportunities to contribute to product development discussions and help shape the future of government travel management solutions.


• Certification Support: Financial support and professional development time for obtaining additional SAP Concur certifications.

Work Environment and Culture

At arenaflex, we believe that a positive, inclusive work environment is essential to attracting and retaining top talent. Our culture is built on several core principles:

• Innovation-Focused: We encourage creative thinking and new approaches to solving complex challenges facing federal government clients.


• Collaboration-Driven: Cross-functional teamwork is central to our success, and we value professionals who thrive in collaborative settings.


• Work-Life Balance: We support flexible work arrangements, including remote work options, to help our team members maintain balance in their lives.


• Continuous Improvement: We are committed to ongoing learning and improvement, both as individuals and as an organization.


• Mission-Driven: We take pride in supporting federal government missions and understand the importance of our work in enabling government effectiveness.

Compensation and Benefits

arenaflex offers competitive compensation packages designed to attract and retain exceptional talent. Our comprehensive benefits package includes:

• Competitive Pay: Attractive compensation rates commensurate with experience and qualifications.


• Health Benefits: Comprehensive health, dental, and vision insurance options.


• Retirement Plans: 401(k) retirement savings plan with company matching.


• Professional Development: Opportunities for training, certification, and career advancement.


• Paid Time Off: Generous paid time off and holiday schedules.


• Remote Flexibility: Flexible work arrangements for qualified candidates.

Join Our Team

arenaflex is more than a workplace – we are a team of dedicated professionals committed to making a meaningful impact in the federal government technology space. If you are passionate about customer experience, have deep expertise in SAP Concur solutions, and thrive in a collaborative environment, we invite you to apply for this exciting opportunity.

This is your chance to join a dynamic team where your skills will be valued, your contributions will be recognized, and your career will flourish. Take the next step in your professional journey and become part of the arenaflex family.

How to Apply: We encourage qualified candidates to submit their applications through our online portal. For questions or additional information about this position, please contact our recruitment team.

arenaflex is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.