search Browse Jobs
SAP SF - Customer Success ManagerRolling Arrays - Consulting · Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Rolling Arrays - Consulting logo

Rolling Arrays - Consulting

company page ↗

SAP SF - Customer Success Manager

🗓️ Posted 2026-10-12 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Full-time Hybrid General
💰 Salary Not shared 📊 Market RM9,000–RM18,000/mo

About the Company

Driving HR Transformation Since 2009 Rolling Arrays (RA) is Asia's premier, award-winning HR Transformation company, headquartered in Singapore, with offices across six countries - Singapore, Malaysia, Hong Kong, Australia, Vietnam, and India. Since its inception in 2009, Rolling Arrays has successfully delivered 200+ HR transformation projects for over 150 blue-chip clients across Asia. Our success is driven by a consultative approach to HR processes, HR functions, and HR technology, enabling organizations to transform their workforce and elevate employee experiences. Rolling Arrays has been recognized among Singapore's fastest-growing companies by The Straits Times in 2020, 2021, 2024, 2025, and again in 2026. Our HR Transformation Solutions Portfolio includes: SAP SuccessFactors Implementation & Optimization Workday Implementation & Consulting Qualtrics Experience Management Solutions HR Business Consulting HR Change & Adoption HR System Support (AMS) Data Migration & HRIS Integration Awards & Accolades: Singapore's Top 100 Fastest Growing Companies - The Straits Times (2020, 2021, 2024, 2025, 2026) Asia's 30 Fastest Growing Companies - Silicon Review (2017) HR Cloud Champion Award (SEA) - 2016 Best Cloud Partner - Indonesia (2016) 25 Most Powerful SAP Solution Providers - CIO Story (2016) Best Cloud Partner - Singapore (2014 & 2015) Best HR BPO Partner - Singapore (2015) SAP Gold Partner (2013) Innovation through RDS Award (2013) IT Services and IT Consulting Specialties: HR Business Consulting, HR Transformation, SuccessFactors, SAP HCM, SAP Upgrade, BPM, HR BPO, BI Business Objects BW, SAP AMS, HR, Core HR, Workforce Management, Strategic HR, SAP Harmonization, SAP Gold Partner, SAP, Human Resource Management, HT Tech, SAP SuccessFactors, Qualtrics

Responsibilities

  • ● 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.
  • ● 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.
  • ● Bachelor's degree from a recognized institution.