Job Description
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:
1. Being familiar with the client, their systems, roadmap, environment, culture, plans, etc.
2. Utilize working knowledge of SuccessFactors to help our clients navigate any questions that arise with the system.
3. Tracking hours usage and recommending appropriate plan moves.
4. Facilitate and lead weekly/ monthly service reviews
5. Feed into Quarterly business reviews and attend reviews
6. Liaison between client and consultants; monitoring all tickets regardless of assignment; Ensuring SLA's and quality standards are met and the product delivered in a timely manner
7. Develop open and effective channels of communication with each client
8. Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction and efficiency
9. Feed into the resourcing process to ensure customer calendar and periods of high demand can be managed effecti...