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:

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  Account Management: Own a portfolio of 4–5 SAP SuccessFactors customers post go-live. Guide internal consultants to handle customer requests and ticket resolution.


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  Client Satisfaction & SLA: Ensure SLAs are met across all assigned accounts to avoid escalations. Analyse recurring problems to decrease ticket volume from similar issues.


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  Solution Improvement: Propose new and innovative SF-based solutions to increase client satisfaction index. Lead periodic service review discussions and present insights to clients.


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  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:

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  Incident Management: Owns L1-L3 flows and minimises recurrence through root cause action.


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  SLA Compliance: Ensures delivery practices consistently meet SLA thresholds.


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  Operational Reporting: Identifies patterns and drives recommendations from reporting.

Behavioural Competency:

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  Client Relationship: Drives relationship depth and account understanding.


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  Task Ownership: Takes initiative, flags risks, and ensures timely delivery.


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  Escalation Handling: Handles client escalations calmly and timely.


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  Client Orientation: Educates clients and proposes improvements aligned with goals.


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  Consulting Skills: Leads workshops and extracts insights from discussions.


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  Problem Solving: Solves complex problems with strategic foresight.


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  Client Retention: Drives renewals through proactive engagement.


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  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).

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