全职 Customer Success Manager (SAP SuccessFactors) 工作, 薪水, Ambition 公司招聘中 - Ricebowl

Our client is an established HR technology consulting firm specialising in enterprise HR transformation and digital solutions. They partner with organisations across the region to implement and optimise leading HCM platforms, including SAP SuccessFactors, Workday and Oracle HCM, helping businesses enhance their HR processes and systems.

About the Role

We are looking for a Customer Success Manager to oversee a portfolio of enterprise HR technology clients following system implementation. You will be responsible for maintaining strong client relationships, managing service delivery and escalations, coordinating consulting teams, and identifying opportunities to improve existing solutions and expand client engagements.

Key Responsibilities

• Manage relationships with enterprise clients, serving as the main point of contact for ongoing services, operational matters and escalations.
• Oversee application management services, ensuring incidents and service requests are prioritised and resolved within agreed service levels.
• Coordinate HR technology consultants, manage workloads and priorities, and ensure timely, high-quality service delivery.
• Lead regular client service reviews, communicate performance updates and proactively address service risks and stakeholder concerns.
• Investigate recurring system issues, facilitate root-cause analysis and implement improvements to reduce repeat incidents.
• Assess client requirements and recommend suitable system enhancements or solutions aligned with their HR processes and technology roadmap.
• Identify opportunities for additional modules, change requests and service improvements to support account growth.
• Monitor delivery timelines, resource utilisation and account performance, escalating potential operational or commercial risks.
• Facilitate the transition of newly implemented HR systems into ongoing support, ensuring relevant documentation and technical knowledge are properly handed over.

Requirements

• 7+ years of experience in HR technology, application management services (AMS), customer success or post-implementation service delivery.
• Proven experience managing enterprise client accounts after implementation, with responsibility for service delivery, client satisfaction and issue escalation.
• Experience with HR platforms such as SAP SuccessFactors, Workday, Oracle HCM or Darwinbox. SAP SuccessFactors experience is an advantage.
• Good understanding of core HR processes, including employee onboarding, organisational changes, compensation, leave and offboarding.
• Strong stakeholder management skills, with the ability to manage client expectations and handle escalations confidently.
• Experience coordinating delivery teams and managing timelines, resources and competing priorities.
• Familiarity with service-level agreements (SLAs), incident management, ticketing systems and root-cause analysis.
• Excellent communication and problem-solving skills, with the ability to translate technical issues into clear business recommendations.
• Experience with HR system configuration, relevant platform certifications or proposing system enhancements and additional services would be an advantage.

If you are interested, please apply to the job post or contact me at *************

Regrettably, only shortlisted candidates will be notified.

Business Registration Number: 200611680D |Licence Number: 10C5117 |EA Registration Number: R23115372