- Location
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · published
- Department
- IT
- Seniority
- Manager
- Source
- Workable
Description
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.