SAP SF - Customer Success Manager

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.
• 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).