SAP SF - Customer Success Manager

Rolling Arrays; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

Rolling Arrays is seeking a Customer Success Manager to manage a portfolio of 4–5 SAP SuccessFactors clients in Kuala Lumpur. The role involves ensuring client satisfaction, compliance with service level agreements (SLAs), and identifying opportunities for account growth. Candidates should have a relevant bachelor's degree and 4–7 years of experience in customer success or HRIS roles, with a strong knowledge of SAP SuccessFactors. Preferred qualifications include HRIS configuration knowledge and relevant certifications.

Qualifications

• 4–7 years of experience in HRIS, AMS, or customer success roles.
• Strong interpersonal skills with a client-first mindset.
• HRIS configuration knowledge with Core HR or Payroll expertise is preferred.

Responsibilities

• Own a portfolio of 4–5 SAP SuccessFactors customers post go-live.
• Ensure SLAs are met across all assigned accounts.
• Propose new SF-based solutions to increase client satisfaction.

Skills

Client management

SAP SuccessFactors

SLA compliance

Problem solving

Education

Bachelor's degree from a recognized institution

Tools

HRIS

SAP SuccessFactors Certification

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.

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).