Customer Success (Manager / Director) Job Description 

Job Role : Customer Success Manager (CSM) 

About the role:

  • 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 relationship with the assigned customers and ensuring 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) 

About the role:

  • 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 :
    • HRIS End User / Administrator who is responsible for actively maintaining
      organization’s HRIS Systems (preferably enterprise grade HRIS systems) OR
    • 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 OR
    • 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 OR
    • Customer Success Manager with similar role and responsibilities as stated for this job.OR
    • 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.

About Rolling Arrays

Rolling Arrays provides HR Software and HR System Implementation Services (SAP SuccessFactors, Qualtrics, Reimburse, CICO, eFile, eAuthoring) to Clients in Singapore, Malaysia, Australia, UAE, Hong Kong. Rolling Arrays (RA) was featured as Singapore’s Top 75 fastest growing companies by the leading newspaper of Singapore - The Straits Times in 2021 where RA was ranked 48. Rolling Arrays has 2 lines of businesses:

HR System Implementation Services:

Rolling Arrays is regarded as number ONE mid-size firm in the South East Asian Market with a strong track record of 12 Years and more than 200 enterprise level HR Technology Implementation projects till date. The services include –

  • SAP SuccessFactors Design Consulting
  • SAP SuccessFactors Implementation
  • SAP SuccessFactors Change Management
  • SAP SuccessFactors Support Services (AMS)

 HR Software Products in Rolling Arrays’ portfolio (partner’s products and own products):

  • SAP SuccessFactors (World’s leading End to End Cloud HR Software solution)
  • Qualtrics (World’s leading Experience Management Software)
  • Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
  • CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)
  • eFile (Digitize and contextualize all employee documents in one place)
  • eAuthoring (Author and publish your own learning content to capture tacit knowledge in the organization)

 Rolling Arrays HR-Tech-Consulting Academy (HRTA)

Rolling Arrays has converged leading HR-Tech Consultants with industry know-how of varied HR Cloud Software, Best Practices and Advisory for our implementation. As you undergo training through the RA’s HRTA Program, you can directly learn from such experts along with solving real business use case scenarios. This ensures your growth as a Subject Matter Expert, besides your obvious career growth as a consultant - not just in SAP, but across a wide range of HR Tech Solutions. For more information visit our website - .

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