Customer Success and Delivery Manager

Our client is a leading consultancy firm supporting organisations across the region with enterprise HR systems and managed services. Hands-on experience managing and supporting 4–5 SAP Success Factor implementation, ensuring high customer satisfaction, SLA compliance, issue resolution, system enhancements, and identifying opportunities to expand account value. Due to continued growth, they are looking for an experienced Customer Success Manager to oversee a portfolio of enterprise accounts, ensuring operational excellence, customer satisfaction, and long-term partnership success.

Key Responsibilities

• Manage and grow relationships across a portfolio of client accounts.
• Oversee incidents, service requests, and change requests, ensuring SLA commitments are met.
• Prioritise issues appropriately and coordinate with internal teams for timely resolution.
• Conduct regular service reviews and provide operational insights to customers.
• Identify process improvement, enhancement, and upsell opportunities.
• Handle escalations and maintain high levels of customer satisfaction.
• Partner with stakeholders to understand business needs and recommend suitable solutions.

Requirements

• Bachelor's degree in business, Information Systems, Human Resources, or a related discipline.
• At least 5 years of experience in Customer Success, Service Delivery, Account Management, HRIS, or Application Managed Services environments.
• Experience supporting enterprise HR technology platforms preferred.
• Must have hands-on experience delivering end-to-end SAP SuccessFactors implementation projects.
• Good understanding of HR operations, Core HR, Payroll, or Talent Management processes.
• Strong stakeholder management and client communication skills.
• Demonstrated ability to manage multiple customer accounts simultaneously.
• Experience handling incidents, service requests, change requests, and operational governance.
• Strong analytical and problem-solving capabilities with a customer-centric mindset.
• Professional certifications in enterprise HR platforms are advantageous.