SAP SF - Customer Success Manager

Rolling Arrays; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Rolling Arrays is seeking a dedicated Customer Success Manager to oversee 4-5 SAP SuccessFactors clients post go-live, ensuring satisfaction and SLA adherence.

You will guide internal consultants, identify growth opportunities, and lead service reviews to present insights to clients, while nurturing long-term relationships.

Qualifications

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

Responsibilities

• Own a portfolio of 4-5 SAP SuccessFactors customers post go-live.
• Guide internal consultants to handle customer requests and ticket resolution.
• Ensure SLAs are met across all assigned accounts to avoid escalations.
• Analyze recurring problems to decrease ticket volume from similar issues.
• Propose new and innovative SF-based solutions to increase client satisfaction.
• Identify new change requests and new module opportunities within accounts.

Skills

Account management

SLA management

HRIS knowledge

Client relationship

Root cause analysis

Education

Bachelor's degree

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.

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)