SAP SF - Customer Success Manager

About the Company

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
• ● 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
• ● 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)