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Rolling Arrays Linkedin · Posted 3d ago

SAP SF - Customer Success Manager

Singapore

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Indexed description

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)
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