Client Engagement Manager, AMS

About Us

Rizing, a Wipro Company, specializes in HR and Human Capital Management (HCM) solutions based on SAP SuccessFactors®. By focusing on employee experience, payroll, engagement, workforce analysis, and training management, we create efficient and connected HR processes. Our HR and payroll experts create long-term client relationships, prioritizing client success over profit. 

Description

Acts as the single point of contact, facilitating the day to day activities in support of regional Managed Services clients and provides functional expertise, guidance, and instructions to customers on SucessFactors’ products. Interacts with the Regional Head of Managed Services, Consultants, offshore and Delivery team Consultants, Sales Team, Solution Center Team, Project Managers, and Finance to best position Rizing to support the client’s business initiatives.

Essential Functions

Functions as an individual contributor serving as a single point of contact for Managed Services clients to include handling escalated service issues, monitoring case resolution and monitoring hours utilization against contract hours cap.

· Supports SuccessFactors products after implementation including gathering and analyzing requirements, developing system configuration to confirm to client specifications and best practice, troubleshooting and providing resolution of customer issues and defects.

· Ensures deliverables are completed in line with agreed service levels.

· Develops understanding of clients’ job responsibilities, business, and industry to best position Rizing to support client business initiatives.

· Develops and implements account strategy for clients within portfolio.

· Establishes and maintains contract and account governance, managing client change control requests and approving consultant timesheets.

· Tracks service level agreement (SLA) performance and overall customer satisfaction to include reviewing metrics for opportunities to improve client experience.

· Facilitates onboarding of new clients including kick-off meetings, knowledge transfer, training, system access.

· Work with the Sales and Professional Services teams to smoothly transfer ownership of client. Aligns and partners with Sales to ensure retention and identify up-sell opportunities.

· Coordinates quarterly SAP SuccessFactors release review including ownership of master release file, developing timeline, coordinating resource assignment with Director Managed Services.

· Cultivates exceptional working relationships to include the regional leadership team, Sales, global peers, Client stakeholders up to and including C-level, and vendors/partners

· Functions as escalation lead, both internal and external, for problem resolution

· Provides leadership metrics on Managed Services performance

· Create and present high-quality demonstrations and presentations to clients on SuccessFactors’ products.

· Assist with developing training materials and train clients on how to utilize the system.

· Provide quality control of consultant configurations, in order to meet client deliverables.

· Adhere to software implementation standards and best practices.

· Participate in weekly internal team meetings.

· Increase knowledge of modules and best practices.

· Accurately track and report time and expenses.

· Performs other duties as assigned.

Required Qualifications

Bachelor’s degree in Business, Human Resources, Project Management or related discipline or equivalent work experience.

· Account leadership experience.

· SuccessFactors module certifications in two or more modules.

· 5 years of SuccessFactors consultant experience.

Knowledge, Skills, and Abilities (KSAs)

Advanced knowledge of HR policies and processes and customer service principles.

· Advanced functional knowledge of SuccessFactors architecture and functionality through configuration experience.

· Advanced MS Office programs to include Word, Excel, Teams, PowerPoint and SharePoint.

· Analytical and solutions-oriented; ability to solve complex problems by providing detailed insight and constructive criticism into problems/complex situations.

· Ability to effectively manage and resolve client escalations

· Ability to effectively communicate, including presenting information and responding to questions.

· Ability to build relationships with a variety of groups including executives, managers, consultants, and clients.

· Ability to mentor and guide people to achieve personal and team growth

· Ability to identify and drive revenue potential for existing clients

· Ability to analyze and solve complex problems, with the ability to implement resolutions.

· Ability to establish and manage multiple priorities and meet tight deadlines with attention to detail and strong organizational skills.

· Ability to advise other professionals and effectively utilize group dynamics in order to negotiate and define approaches/goals

· Ability to effectively communicate to include presenting information and responding to questions from groups of managers, clients and partners

· Ability to establish and manage multiple priorities, identifying critical tasks from urgent ones

· Ability to analyze and execute on strategic projects, build consensus, confidence and trust among executive stakeholders, and ensure project aligns with the corporate strategy.

· Ability to solve practical problems and deal with a variety of situations with multiple techniques to apply as required.

· Analytical and solutions-oriented; ability to solve complex problems by providing detailed insight and constructive criticism into problems/complex situations.

· Ability to build personal relationships with clients and peers while inspiring and motivating others.

· Ability to work in teams and independently.

· Strong organizational, planning, and management skills.

Competencies

EEO Statement

Rizing is committed to providing a workplace free from discrimination or harassment. We expect every member of the Rizing family to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.