HCM Manager, Customer Success PH

Taguig City, 00, PH

Description

The Customer Success Manager (CSM) works directly with our customers to guide them through their journey with our solutions. The CSM works to increase customer satisfaction, retention, renewals, references and upsells for within our portfolio. They achieve this by building strong relationships with our customers and helping them maximize the value of their partnership with Synchrony.

The CSM oversees key customer milestones throughout the customer lifecycle, from deal signature, through to system provisioning, monitoring implementation progress and business case achievement. The CSM is expected to serve as the strategic point of contact for the customer and to leverage appropriate resources across Synchrony functions to maintain overall customer health.

The CSM maintains a close working relationship with other colleagues and customer facing personnel and SAP necessary to support assigned accounts  

Essential Functions

Drive Value Realization

Manages the renewal processes through qualification, needs analysis, commercial negotiation and close

Proactively engages customers to ensure they get maximum value from Rizing/SAP solutions; facilitates customer engagement and adoption by utilizing workshops, best practices, VIP webinars, thought leadership, etc.

Effective Commercial Management

Manage, track, and update account activities in terms of subscriptions, financial practices, contract terms, and product usage

Retain current revenue footprint and look for expansion opportunities

Work closely with administration and renewals to ensure renewal forecasts are executed on‐time.

Build Account Relationships

Develops trusting and deep relationship with customer stakeholders, by establishing regular cadence of interactions

Advocates for and becomes the Voice of the Customer within Rizing; understands competitive threats and utilizes proper escalation channels to help customers during times of need.

Promotes customer community by driving participation in customer events (VIP sessions, Reference Program, etc.)

Drives customer references and case studies

Works with marketing to ensure customer group meetings take place frequently in the territory and are communicated to customers

Manage Retention

The CSM manages the renewal cycle for their customers.

The CSM is accountable for engagement with the customer, account team and other commercial stakeholders.

Essential Functions (Continued)

Required Qualifications

5+ years’ experience in the following areas

Experience in HCM Talent and Payroll Technology, Outsourcing and Systems Integration services in SaaS domain

Sales, Pre-Sales, Services or Solution/Product Management

Awareness of Project management disciplines , including business process transformation and re-engineering

Customer relationship management with experience managing complex customer engagements

Commercial experience, incl. developing account management plans and contract negotiations

Desired Qualifications

Knowledge, Skills, and Abilities (KBAs)

Bachelor equivalent: Required; MBA or related post-Bachelor qualification is preferred

Knowledge, Skills, and Abilities (Continued)

Work Environment and Special Consideration

Skill Requirements

Physical Requirements

Hazards

Acknowledgement


ABOUT THE RIZING COMPANY

Rizing is a privately held multi-million dollar international company fully committed to providing leading SAP functional and technical services to our customers. The portfolio of brands includes:

  • Vesta Partners, an Enterprise Asset Management (EAM) professional Services firm.
  • Rizing HCM, an SAP SuccessFactors powerhouse exclusively focused on HCM which includes:
    • /N SPRO HCM
    • AASONN
    • 3D RESULTS
    • Synchrony Global
  • /N SPRO CONSUMER INDUSTRIES a prominent firm fully focused on providing leading SAP functional and technical consulting services to Fortune 500 companies in the Consumer Industries market.

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