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Open nowPosted 28 days ago

SF CSM - Customer Success Manager

MyCareersFuture94,028 open roles

Pay
SGD 6,000 – SGD 7,000 a month
Where
Central, Singapore
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Your applicationOpen nowSF CSM - Customer Success ManagerMyCareersFuture · Central, Singapore

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Share of postings closed within
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  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 28 days ago

The posting

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.

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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