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).