SAP SF - Customer Success Manager

ROLLING ARRAYS CONSULTING PTE.LTD.; Singapore; In loco; SGD 110.000 - 160.000; Tempo pieno

Descrizione del lavoro

ROLLING ARRAYS CONSULTING PTE.LTD. seeks an experienced SAP SuccessFactors Customer Success Manager to oversee a 4–5 client portfolio post go-live in Singapore. You will guide internal consultants, ensure SLA compliance, and identify opportunities to grow account value.

Key responsibilities include driving client satisfaction, proposing SF-based improvements, and leading service reviews with stakeholders. Strong consulting and relationship skills are essential for success.

Competenze

• Bachelor's degree from a recognized institution.
• 6–9 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).

Mansioni

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

Conoscenze

Client relationship

Task ownership

Escalation handling

Consulting skills

Problem solving

Stakeholder management

Client retention

SLA compliance

Operational reporting

Formazione

Bachelor's degree

Strumenti

SAP SuccessFactors

HRIS

Core HR / Payroll systems

Descrizione del lavoro

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.
• 6–9 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).