Job Title

Job Summary: The Client Services Manager is the key contact for our clients, ensuring their needs are being met and helping them understand the full potential of our services. This ranges from support for their SuccessFactors needs to individual offerings from EX3. They will act as a liaison between the client, solution consultants, Client Engagement team, and SAP. Duties/Responsibilities: Being familiar with the client, their systems, roadmap, environment, culture, plans, etc. Utilize working knowledge of SuccessFactors to help our clients navigate any questions that arise with the system. Tracking hours usage and recommending appropriate plan moves. Facilitate and lead weekly/ monthly service reviews Feed into Quarterly business reviews and attend reviews Liaison between client and consultants; monitoring all tickets regardless of assignment; Ensuring SLAs and quality standards are met and the product delivered in a timely manner Develop open and effective channels of communication with each client Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction and efficiency Feed into the resourcing process to ensure customer calendar and periods of high demand can be managed effectively Be fthe irst point of contact and escalation for the customer Manage plan commercials and CRs Provide status updates. Responsible for plan renewal with sales as the key stakeholder Exploring additional opportunities and working with sales to develop into projects or plan CRs Ensure coordination between project work and ticket work to ensure impacts are minimised Plan and deliver large tickets/buckets of hours where multiple tickets may stretch over multiple weeks with multiple resources Coordinate release management updates and alignment to the customers roadmap, making recommendations where possible to maximise the customers investment in SuccessFactors Required Skills/Abilities Relationship building Ability to think outside the box Organizational skills Working well with teams, both internal and external Excellent internal/external communication skills Critical thinking Business Analysis Project management skills Education and Experience 3-5 Years of related experience. SAP SuccessFactors experience preferred. Bachelors Degree preferred. Experience working with a wide variety of clients. Experience managing multiple clients and multiple deliverables at the same time. Technical experience working with help desk ticketing systems Experience troubleshooting. SAP SuccessFactors Employee Central Certification preferred. Some sales experience Some project management experience