# SAP SF - Customer Success Manager

> Rolling Arrays - Consulting · Kuala Lumpur, Malaysia (Hybrid) · Contract · Posted 2026-04-27

**Workplace:** hybrid

**Department:** SAP Success Factors

## 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).

## Apply

[Apply at Rolling Arrays - Consulting](https://apply.workable.com/rolling-arrays-consulting/j/D7CEC60963/apply)

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