Prime Client Services Manager

About Veritas Prime

Founded on our core principles of “Truth and Excellence”, we are dedicated to giving our clients the best service. As a leading global SAP SuccessFactors Gold Partner, we support organisations throughout their entire SAP SuccessFactors journey, which includes Project Discovery, Advisory, Licences, Implementation, Product Extension Development and Post- Go-Live Support.

Our company culture is one that we are very proud of. We believe that when we take care of our employees and our customers, we provide the best experience. We continuously stress and recognise our 5 values.

Teamwork, Innovation, Entrepreneurship, Transparency and Commitment.

Job Summary

The Client Services Manager is the key contact for our clients’ post implementation, ensuring their needs are being met and to help them understand the full potential of our services. This ranges from support for their SuccessFactors implementation to individual offerings from Veritas Prime and our Partners within the SAP ecosystem. They will act as a liaison between the client, solution consultants, client engagement team and SAP.

Nature & Scope

• Be familiar with clients, their SuccessFactors system, HR and technology roadmap, environment, culture and future plans.
• Utilize working knowledge of SuccessFactors to help our clients navigate any questions that arise with the system.
• Tracking support hours usage and recommending appropriate plan moves to best support the client’s needs.
• Facilitate and lead weekly/ monthly service reviews with the client team
• Feed into and attend quarterly business reviews
• Act as a liaison between client and consultants; monitoring all tickets regardless of assignment; Ensuring SLA's and quality standards are met, and the solution is 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 client satisfaction and efficiency.
• Feed into the resourcing process to ensure client calendar and periods of high demand can be managed effectively
• Be first point of contact and escalation for the client

Key Responsibilities and Tasks

• Manage plan commercials and change requests (CRs)
• Provide status updates.
• Responsible for support plan renewal with sales as key stakeholder
• Exploring additional opportunities and working with sales to develop into projects or support plan CRs
• Ensure coordination between project work and support work to ensure impacts are minimised
• Plan and deliver large tickets/ bucket of hours where multiple tickets may stretch over multiple weeks with multiple resources
• Coordinate release management updates and alignment to client’s roadmap, making recommendations where possible to maximise the client’s investment in SuccessFactors

Knowledge & Experience

• 3-5 Years of related experience.
• 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.
• Project management experience
• SAP SuccessFactors’ experience preferred.

Skills

• Business Analysis
• Project management skills
• 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

Education