(Location: India/Malaysia/Singapore)

YOUR ROLE

Job Role : Customer Success Manager (CSM)

• 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\xe2\x80\x99s satisfaction index
• Manage relationship with the assigned customers and ensuring SLA\xe2\x80\x99s 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)

• 
  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\xe2\x80\x99s
• Manage the renewal sales cycle of all assigned customers
• Coach the CSM\xe2\x80\x99s to Identify & persuade opportunities for upselling and cross selling of products and services based on analysis of the client\xe2\x80\x99s 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\xe2\x80\x99s 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\xe2\x80\x99s 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 specialist firm in the South East Asian with a strong track record of 14 Years and more than 200 enterprise level SAP SuccessFactors Implementation projects till date. The services include:

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

SAP SucessFactors & Add-on products in Rolling Arrays\xe2\x80\x99 portfolio (partner\xe2\x80\x99s products and own products):

• SAP SuccessFactors (World\xe2\x80\x99s leading End to End Cloud HR Software solution)
• Qualtrics (World\xe2\x80\x99s leading Experience Management Software)
• Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
• ePFile (Digitize and contextualize all employee documents in one place)
• CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)
• 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\xe2\x80\x99s 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.