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.RequirementsBachelor'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).
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).
Pioneers in HR Technology Consulting Across PlatformsOur journey started in 2009, helping enterprises drive value from HR tech solutions to attract, develop, and retain best-fit talent. Over the years, our commitment to people-first digital transformation has earned us recognition as a trusted HR transformation partner across APAC. We honed our expertise in HR tech consulting—delivering successful implementations of platforms like SAP SuccessFactors and Workday—to help script people-centric success stories for our clients.
Pioneers in HR Technology Consulting Across Platforms
Our journey started in 2009, helping enterprises drive value from HR tech solutions to attract, develop, and retain best-fit talent. Over the years, our commitment to people-first digital transformation has earned us recognition as a trusted HR transformation partner across APAC. We honed our expertise in HR tech consulting—delivering successful implementations of platforms like SAP SuccessFactors and Workday—to help script people-centric success stories for our clients.
