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.