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...