We are excited to announce an opportunity for a motivated and experienced Customer Success Manager to join our dynamic managed services team. This role is pivotal to the establishment and management of our new Managed Services team specialising in Human Capital Management (HCM). If you have a track record of outstanding client service and a passion for technology solutions in the SAP SuccessFactors environment, we encourage you to apply.
This position is situated in Perth and requires strong leadership capabilities with a focus on both project management and delivery. We are eager to welcome someone who can effectively liaise with clients locally and manage our diverse team to deliver cutting-edge solutions. If you can bring a wealth of experience and strategic thinking to our operations, we look forward to your application.
Key Responsibilities:
· Lead a talented team, both local and offshore, ensuring delivery of exceptional client service, handling incidents, and coordinating service requests and software updates.
· Strong understanding SAP SuccessFactors functionality to work with SuccessFactors architects to resolve issues and solve problem.
· Foster client relationships to drive business growth and renewal opportunities within your portfolio.
· Guide clients transitioning from SAP SuccessFactors implementation projects to Business As Usual (BAU) and Managed Services, ensuring seamless change.
· Serve as the primary contact for all service management aspects, including governance, planning, financial review, forecasting, and reporting.
· Develop deep knowledge of client businesses to identify opportunities for additional support and continued transformation.
· Act as the central point for client escalations.
· Monitor and manage financials for a portfolio of clients, working in conjunction with KPMG’s technology and advisory teams.
· Push for continuous improvement by participating in QA reviews of our Powered Evolution service offerings.
· Act as a trusted advisor to both Powered Evolution and Managed Services Leadership.
Experience:
· Strong grasp of Service Delivery operations, including commercial aspects.
· At least three years of experience as a Customer Success Manager or similar role in the Service Management / Technology sector.
· Demonstrated success in managing or implementing SAP SuccessFactors solutions.
· Experience with Workday is beneficial.