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Rolling Arrays - Consulting

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SAP SF - Customer Success Manager

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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).
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What this application asks

workable

First name, Last name, Email, Headline, Phone, Address, Education, Experience, Summary, Resume, Total Work Experience (in months), Relevant Work Experience (in months), Do you have experience in SAP SuccessFactors?, Name of the current company you are working with, Current Salary, Expected Salary, Total SAP SuccessFactors Experience (in months), Cover letter, Highlights of your work experience (In less than 50 words), Notice Period (in months, Fill 0, if you don’t have to serve any notice period with your current employer), Specify reason for job change, Reffered by, Share Details of Certification/s, Expected Role, Preferred Base Location, Have you applied in Rolling Arrays previously?, Primary SAP HXM Modules (select those with end-to-end configuration for 3 or more customers), Secondary SAP HXM Modules (select those with end-to-end configuration for 2 or more customers), SAP HXM Certification, Project Management Experience (Lead a project as project manager (PM) managing customer and SF consultants to drive the project from start until go live), Lead a design/requirement gathering workshop directly with customer as the main lead consultant to advise process gaps, fitment in SF, advising on available SF best practice, Highlight of your SF Experience (in less than 50 words), "I, the applicant, hereby declare that the information provided in this application and the attached CV is accurate and complete. I understand that Rolling Arrays relies on this information for its recruitment process. I voluntarily consent to the collection, use, and disclosure of my personal data by Rolling Arrays for the purposes of recruitment, identity verification, and compliance with statutory requirements (such as PDPC regulations and employment pass processing). I acknowledge that my data may be transferred across Rolling Arrays’ global offices and shared with authorized third parties involved in the hiring process. I understand that I may withdraw my consent or request access to my data at any time by writing an email to the HR Team or the Data Protection Officer (DPO).

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