At a glanceSummarised by Seekless from the posting.
Must have3
Bachelor's degree from a recognized institution
6–9 years of experience in HRIS, AMS, or customer success roles
Strong interpersonal skills and a client-first mindset
Nice to have2
HRIS Configuration knowledge; Core HR / or Payroll expertise
SAP SuccessFactors Certification
Skills
SAP SuccessFactors
HRIS
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.