SAP SF - Customer Success Manager

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.