Senior Support Service Manager

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Effective People

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

☁️ SaaS

👥 HR Tech

🤝 B2B

SaaS • HR Tech • B2B

Effective People is a leading expert in SAP SuccessFactors implementation with over 20 years of experience. They provide innovative SaaS solutions designed to enhance business operations and facilitate scalable growth. Their range of services includes Payroll, Workforce Management, People Analytics, and various HR modules, ensuring that organizations can effectively manage their HR processes and talent development. As a trusted implementation partner, Effective People prides itself on delivering high-quality projects and ongoing support to a diverse client base.

📋 Description

• Act as the primary point of contact for assigned support customers • Manage and oversee service delivery, ensuring SLA and KPI commitments are met • Build and maintain strong client relationships, driving satisfaction and retention • Coordinate internally with consulting, support, and operations teams • Monitor service performance and lead continuous improvement initiatives • Support issue escalation management and ensure timely resolution • Provide functional guidance on SuccessFactors solutions and processes • Identify opportunities for service optimization and upselling

🎯 Requirements

• Proven experience in a support/service management role (e.g., SSM, Service Delivery Manager, Customer Success) • Strong background in client-facing roles, especially in support environments • Solid understanding of SAP SuccessFactors modules (Employee Central, Talent, Performance, etc.) • Ability to understand HR processes and system workflows (technical expertise not required) • Excellent communication and stakeholder management skills • Strong problem-solving mindset and ability to manage priorities • Experience working in an international / matrix environment is a plus

🏖️ Benefits

• Benefits package tailored to each region where we have employees • Yearly bonus linked to company performance • Fully remote work environment • Home office setup reimbursement (desk and chair) • Work-life balance • Learning and development opportunities, including support for certifications in various professional areas • Exposure to international and well-known clients across the market • Flat organizational structure that encourages collaboration and knowledge sharing