HRIS, Customer Success - Sr. Engagement Solutions Manager

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Sr. Customer Success - Engagement Solutions Manager to join our team. This is an onsite role based out of our Houston, TX HQ located in the Galleria district.

 

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

 

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

 

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

 

SCOPE:

The Customer Success – Sr. Engagement Solutions Manager plays a critical role in shaping the global Human Resource Information Systems (HRIS) strategy by leading cross-functional initiatives that align system capabilities with business goals, drive operational efficiency, and promote system adoption through subject matter expertise, stakeholder engagement, and strategic influence. This role oversees a team of Customer Success Analysts and manages the global intake, triage, and resolution of HRIS-related inquiries, requests, and projects, while also serving as the key liaison between global HRIS users and technical teams. Additionally, the Sr. Engagement Solutions Manager leads the planning and execution of large-scale HRIS implementations and enhancements, ensuring customer satisfaction and business impact.

 

The ideal candidate will have at least a minimum of ten (10) years of progressive experience leading large system implementation projects, ideally HRIS, including at least five (5) years in a people manager capacity

 

 

JOB RESPONSIBILITIES:

• Lead global HRIS initiatives and implementations, managing project timelines, resource allocation, stakeholder communication, and efficient delivery of new or enhanced technical solutions.
• Supports the development and maintenance of the global strategic roadmap for HRIS capabilities that supports long-term business objectives and evolving workforce needs.
• Drives change management strategies that align people, processes, and technology to achieve sustainable transformation.
• Manage a team of Customer Success Analysts to ensure high-quality support for HRIS inquiries, issues, and service requests from customers across multiple affiliate businesses globally.
• Act as a strategic liaison between affiliate business users and technical HRIS teams, translating business needs into technical requirements to ensure accurate and timely execution of technical solutions.
• Serve as the primary point of escalation for HRIS service delivery, overseeing intake workflows, prioritization, and resolution timelines for multiple systems.
• Foster strong cross-functional partnerships equally with internal teams and external affiliate customers to ensure seamless integration, alignment, and optimization of HR systems and processes.
• Consults with HR Leadership and other teams to continuously evaluate and leverage SuccessFactors and other HR technology capabilities to support people strategies and enhance user experience.
• Lead, coach, and develop a team of Customer Success analysts by providing ongoing mentorship, performance feedback, and professional development opportunities.
• Support the selection, communication and ongoing relationships with external HRIS vendors and providers.
• Leverage data analytics and system insights to identify trends, inform HR strategy, and proactively recommend enhancements to improve employee experience and operational outcomes.
• Collaborate with senior HR and business leaders to align HRIS initiatives with organizational priorities, ensuring technology investments deliver measurable value.
• Champion a culture of continuous improvement by identifying opportunities to streamline processes, enhance system usability, and increase adoption across global teams.
• Stay informed on emerging trends in HRIS technologies to make recommendations. 
• Partner with HR to ensure data integrity and optimal use of HRIS systems through proactive support and guidance.
• Maintains strict confidentiality and controls to protect sensitive personnel information across systems.
• Facilitate training for new HRIS tools, features or updates in collaboration with HR and IT partners.
• Maintain a deep understanding of system functionality and processes to s