Customer Success and Delivery Manager

Our client is a leading consultancing firm supporting organisations across the region with enterprise HR systems and managed services. Due to continued growth, they are looking for an experienced Customer Success Manager to oversee a portfolio of enterprise accounts, ensuring operational excellence, customer satisfaction, and long-term partnership success.

Key Responsibilities

• Manage and grow relationships across a portfolio of client accounts.
• Oversee incidents, service requests, and change requests, ensuring SLA commitments are met.
• Prioritise issues appropriately and coordinate with internal teams for timely resolution.
• Conduct regular service reviews and provide operational insights to customers.
• Identify process improvement, enhancement, and upsell opportunities.
• Handle escalations and maintain high levels of customer satisfaction.
• Partner with stakeholders to understand business needs and recommend suitable solutions.

Requirements

• Bachelor's Degree in Business, Information Systems, Human Resources, or a related discipline.
• At least 5 years of experience in Customer Success, Service Delivery, Account Management, HRIS, or Application Managed Services environments.
• Experience supporting enterprise HR technology platforms preferred.
• Good understanding of HR operations, Core HR, Payroll, or Talent Management processes.
• Strong stakeholder management and client communication skills.
• Demonstrated ability to manage multiple customer accounts simultaneously.
• Experience handling incidents, service requests, change requests, and operational governance.
• Strong analytical and problem-solving capabilities with a customer-centric mindset.
• Professional certifications in enterprise HR platforms are advantageous.