Customer Success Manager_SuccessFactors

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.

• 6–12 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).

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