Role Summary:

Manages a portfolio of 4-5 SAP SuccessFactors clients post-implementation, ensuring high satisfaction, SLA compliance, and identifying opportunities to grow account value. May informally guide junior CSMs.

Key Responsibilities:

Account Management: Own a portfolio of 4-5 SAP SuccessFactors customers post go-live. Guide internal consultants to handle customer requests and ticket resolution
Client Satisfaction & SLA: Ensure SLAs are met across all assigned accounts to avoid escalations. Analyse recurring problems to decrease ticket volume from similar issues
Solution Improvement: Propose new and innovative SF-based solutions to increase client satisfaction index. Lead periodic service review discussions and present insights to clients
Opportunity Identification: Identify new change request and new module opportunities within assigned accounts. Propose effective SF solutions aligned to client pain points and business goals

Functional Competency:

Incident Management: Owns L1-L3 flows and minimises recurrence through root cause action
SLA Compliance: Ensures delivery practices consistently meet SLA thresholds
Operational Reporting: Identifies patterns and drives recommendations from reporting

Behavioural Competency:

Client Relationship: Drives relationship depth and account understanding
Task Ownership: Takes initiative, flags risks, and ensures timely delivery
Escalation Handling: Handles client escalations calmly and timely
Client Orientation: Educates clients and proposes improvements aligned with goals
Consulting Skills: Leads workshops and extracts insights from discussions
Problem Solving: Solves complex problems with strategic foresight
Client Retention: Drives renewals through proactive engagement
Stakeholder Management: Aligns stakeholders and manages expectations effectively

Requirements

Bachelor's degree from a recognized institution
4-7 years of experience in HRIS, AMS, or customer success roles
HRIS Configuration knowledge; Core HR / or Payroll expertise highly preferred
Strong interpersonal skills and a client-first mindset
Certifications: SAP SuccessFactors Certification (preferred)

SAP SF - Customer Success Manager