Customer Success (Manager / Director)

YOUR ROLE 

Job Role : Customer Success Manager (CSM) 

• As a CSM, you will be assigned 4-5 large SAP SuccessFactors (SF) Customers who have already implemented SF.

• Guide / work hand in hand with internal Consultant(s) to handle customer requests/tickets for issue resolution.

• Analyse recurring problems to decrease volume of tickets originating from similar issues

• Propose new and out of the box solutions within SF to customers to increase client’s satisfaction index

• Manage relationships with the assigned customers and ensure SLA’s are met to avoid escalations. 

• Identify new opportunities (change requests, new modules) from the assigned customers based on existing pain-points & proposing effective solutions available within SAP SF.

Job Role : Customer Success Director (CSD)

• As a CSD, you will be assigned 10-15 large SAP SuccessFactors (SF) Customers who have already implemented SF.

• You will be assigned a team of 3-5 CSM’s.

• Manage the renewal sales cycle of all assigned customers.

• Coach the CSM’s to Identify & persuade opportunities for upselling and cross selling of products and services based on analysis of the client’s business strategy, needs and maturity of technology. Also leverage relationships with business decision makers and influencers to identify new business opportunities.

• Design / Implement strategies, initiatives and programs to drive client satisfaction, retention and lifetime value.  

Technical Skills Proficiency Level & Skill Upgrade Path (Hiring team will map your profile based on below parameters and the answers submitted through the SF Lateral hiring form)

• Team Management & Delegation

• Customer Management as a support manager or project manager (preferably large customers)

• SAP SuccessFactors Knowledge (EC or ECP preferable)

JOB REQUIREMENTS

• Having a full-time degree from a recognized institute.

• Minimum 3-6 years of experience in one or more areas listed below :

  1. HRIS End User / Administrator who is responsible for actively maintaining organization’s HRIS Systems (preferably enterprise grade HRIS systems).

  2. Business Analyst who is responsible for liaison with Business users and Technical Team (Developers or Technical Consultants) in any type of Web/Mobile development projects or Off-The-Shelf Software Implementation projects.

  3. Consultant who has contributed in requirements gathering, documentation, configuration, testing, providing administration training, performing data migration, managing User Acceptance Test (UAT) to Implement any Of-The-Shelf enterprise grade SAAS Solution.

  4. Customer Success Manager with similar role and responsibilities as stated for this job.

  5. Customer Success Sr. Manager / Director with similar role and responsibilities as stated for this job.

• Need to be knowledgeable of one or more SAP SuccessFactors Modules (Know-how on Employee Central and/or Employee Central Payroll is highly preferred).

• Need to possesses strong interpersonal and leadership capabilities to influence key stakeholders and develop team members.

• Need to be a creative thinker, patient and client oriented.