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)
