About this role
About Us
We are a young, growing company, working in the field of Human Resource Management with help of SuccessFactors cloud solutions. Over the time, we have become the market leader in implementation of SuccessFactors in the Czech Republic but we also have a lot of experience from abroad. As there are more and more opportunities on the Czech and foreign markets, we are looking for a new colleague, who would join our Support Department as a Service Manager.
- As a Service Manager, you will be the main point of contact for assigned support customers, ensuring that service delivery meets their requirements and agreed contractual commitments.
- You will coordinate internal support team, build trusted customer relationships, and proactively improve service quality and customer satisfaction.
- Own the customer relationship and ensure consistently high-quality service delivery.
- Responsibilities and Duties Act as the primary point of contact for assigned support customers, maintain strong relationships, and conduct regular service reviews.
- Ensure support services are delivered in line with contractual commitments and agreed service levels (SLAs), where applicable.
- Coordinate and prioritize support tasks across the team, monitor progress, and manage escalations to ensure timely resolution.
- Monitor and report on service performance, customer feedback, support usage, and open issues; agree on corrective actions when needed.
- Understand customers' HR processes and business priorities to identify opportunities to optimize their solutions and support services.
- Translate departmental service goals into clear priorities and actions for support team.
- Prepare or coordinate service-related offers and change requests, and keep an accurate overview of agreed support scope and consumption.
- Handle customer concerns and complaints promptly and professionally, taking ownership through to resolution.
- Work closely with Sales and Account Management on new opportunities, additional services, and contract renewals.
- Drive continuous improvement by addressing recurring issues, sharing lessons learned, and improving ways of working with support team.
Qualifications
- Proven experience coordinating customer support or service delivery team and managing customer or vendor relationships.
- Excellent leadership, communication, negotiation, and customer service skills.
- Ability to prioritize competing customer requests, coordinate stakeholders, and communicate effectively during escalations.
- Strong problem-solving skills with a solution-oriented attitude.
- Basic understanding of HR processes; in-depth expertise in a specific HR area is an advantage.
- Strong Microsoft Office skills, particularly Excel (e.g., lookup functions and pivot tables) and PowerPoint for clear reporting and presentations.
- Self-motivated, organized, and accountable, with a proactive approach to customer needs.
- Experience with SAP SuccessFactors, as a user or in support/configuration, is an advantage.
- Familiarity with service management practices, SLA tracking, and ticketing tools is an advantage.
What you can expect Lots of learning and gaining experience from the best Development via internal or external training Friendly and informal environment (this is not a cliché, it ´s the rality) Honest and transparent approach Working from home is standard (office in Dejvice is a benefit) Sweet reward for patience and perseverance (annual bonus, wide package of benefits, company computer and iPhone for personal use and above-standard SW equipment) Are you interested? Do not hesitate to send us something about yourself. We are interested in your motivation to work in a growing company and with the SuccessFactors solution. How would you imagine the direction of your future career? Do you already have some expectations, plans and goals for your future? We will be very happy, if you add also something that you are proud of.