Senior Support Service Manager

This is a fully remote position, open to applicants in Romania.

📋 Description

• Serve as the main point of contact for designated support clients.

• Oversee service delivery, ensuring that SLA and KPI targets are achieved.

• Foster and sustain strong client relationships to enhance satisfaction and retention.

• Collaborate internally with consulting, support, and operations teams.

• Track service performance and spearhead initiatives for continuous improvement.

• Assist with issue escalation management to ensure prompt resolution.

• Offer functional guidance on SuccessFactors solutions and related processes.

• Recognize opportunities for service enhancement and upselling.

⛳️ Requirements

• Demonstrated experience in a support or service management position (e.g., SSM, Service Delivery Manager, Customer Success).

• Strong experience in client-facing roles, particularly within support environments.

• Comprehensive understanding of SAP SuccessFactors modules (Employee Central, Talent, Performance, etc.).

• Capability to grasp HR processes and system workflows (technical expertise not mandatory).

• Exceptional communication and stakeholder management abilities.

• Strong problem-solving skills and proficiency in managing priorities.

• Experience in an international or matrix environment is advantageous.

🏝️ Benefits

• Benefits package customized for each region where we have staff.

• Annual bonus tied to company performance.

• Fully remote work setup.

• Reimbursement for home office setup (desk and chair).

• Emphasis on work-life balance.

• Opportunities for learning and development, including support for certifications in various professional fields.

• Exposure to international and reputable clients across the market.

• Flat organizational structure that promotes collaboration and knowledge sharing.