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).