SAP SF - Customer Success Manager

Rolling Arrays - Consulting; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Rolling Arrays - Consulting is seeking an experienced Customer Success professional to manage a portfolio of four to five SAP SuccessFactors clients post go-live in Malaysia. You will guide internal consultants, ensure SLA compliance, and drive improvements and opportunities across accounts.

In this role, you will analyze recurring issues, propose SF-based solutions, and lead service reviews to boost client satisfaction and retention while expanding module adoption.

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

• Own a portfolio of 4–5 SAP SuccessFactors customers post go-live; guide internal consultants on requests and ticket resolution.
• Ensure SLAs are met across all assigned accounts and analyze recurring problems to reduce ticket volume.
• Propose new and innovative SF-based solutions to increase client satisfaction and lead service review discussions.
• Identify new change requests and module opportunities within assigned accounts; propose effective SF solutions aligned to client goals.

Skills

Client relationship

Task ownership

Escalation handling

Client orientation

Consulting skills

Problem solving

Client retention

Stakeholder management

Education

Bachelor's degree

Tools

SAP SuccessFactors

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.

• 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).