Job Description

Acts as the single point of contact, facilitating the day to day activities in support of Managed Services clients.  Interacts with the Director and Consultants in Managed Services, offshore and PS Consultants, Sales Team, Solution Center Team, Project Managers, and Finance to best position Rizing to support the client’s business initiatives.

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Essential Functions:

• Functions as an individual contributor serving as a single point of contact for Managed Services clients to include handling escalated service issues, monitoring case resolution and monitoring hours utilization against contract hours cap .
• Develops an understanding of clients’ job responsibilities, business, and industry to best position Rizing to support client business initiatives.
• Develops and implements an account strategy for clients within the portfolio.
• Establishes and maintains contract and account governance, managing client change control requests, and approving consultant timesheets.
• Tracks service level agreement (SLA) performance and overall customer satisfaction to include reviewing metrics for opportunities to improve client experience.
• Facilitates onboarding of new clients including kick-off meetings, knowledge transfer, training, system access.
• Work with the sales and professional services teams to smoothly transfer ownership of the client. Aligns and partners with Sales to ensure retention and identify up-sell opportunities.
• Coordinates quarterly SAP SuccessFactors release review including ownership of master release file, developing a timeline, coordinating resource assignment with Director Managed Services.

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Required Qualifications:        

• Bachelor’s degree in Business, Human Resources, Project Management, or related discipline or equivalent work experience.
• 2 years of account leadership experience.
• Previous SAP SuccessFactors experience in implementation or as end-user.

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Knowledge, Skills, and Abilities (KSAs):

• Basic knowledge of project management methodology, tools, and templates.
• Basic knowledge of HR policies and processes and customer service principles.
• Advanced functional knowledge of SuccessFactors architecture and functionality through either configuration or end-user experience.
• Advanced MS Office to include Word, Excel, Teams, PowerPoint, and SharePoint.
• Ability to manage complex customer engagements.
• Ability to effectively communicate, including presenting information and responding to questions.
• Ability to build relationships with a variety of groups including executives, managers, consultants, and clients.
• Ability to analyze and solve complex problems, with the ability to implement resolutions.
• Ability to establish and manage multiple priorities and meet tight deadlines with attention to detail and strong organizational skills.
• Ability to sell and deliver consulting services.

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