SAP SF - Customer Success Manager

Rolling Arrays; Kuala Lumpur; On-site; MYR 80,000 - 130,000; Full time

Job summary

Rolling Arrays in Kuala Lumpur seeks an experienced Customer Success Manager to own a portfolio of 4-5 SAP SuccessFactors clients post go-live, ensuring high satisfaction, SLA compliance, and identifying opportunities to grow account value.

You will guide internal consultants, manage incident resolution, analyze recurring problems, and lead lifecycle reviews to drive renewals and expand module usage.

Qualifications

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

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

Skills

Account Management

Client Relationship

SLA Compliance

Incident Management

Problem Solving

Consulting Skills

Education

Bachelor's degree

Tools

SAP SuccessFactors

HRIS Configuration

Job description

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.

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)