Customer Success Manager

Customer Success Manager - North America based - Join to apply for the Customer Success Manager - North America based role at AKT Global. AKT Global is one of the leading People Experience Digital Solution consultancies. We partner with our customers across EMEA and North America to create exceptional employee experiences and build future-ready HR functions. Our People Advisory practice provides strategic guidance on HR transformation, while our Digital HR Practice provides implementation, development and support for a comprehensive SAP-centric portfolio including SuccessFactors, Qualtrics, Fieldglass and Concur. AKT is looking for a Customer Success Manager, who will be the primary point of contact for clients after the initial implementation and will own and cultivate client relationships for assigned SuccessFactors clients throughout the ongoing relationship. Reporting to the Customer Success Team Lead, this position is open to candidates living in North America. Responsibilities Oversee all client implementations following go-live, with activities including but not limited to: Manage client expectations regarding status updates, scope changes, timelines and budgets and champion their needs to technical team Proactively review account activities and stay in sync with the sales and delivery teams to identify and grow expansion opportunities within the account Assess / evaluate client requirements against existing programs, scope of project, manage project plan and schedule Coordinate and prioritize conflicting requirements Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication Regularly produce improvement initiatives for both AKT and with clients Responsible for initiating changes requests to better align with customer requirements Engage with Sales to identify options / strategies for solution offers / proposals that meet AKT / SuccessFactors and customer requirements Conduct and present periodic customer reviews of AKT's active / planned project and implementation deliverables Own, follow-up and control customer budget, allocated to Customer Success Activities Requirements A bachelor's degree or higher 4+ years of experience as a Customer Success Manager in SaaS, cloud solutions, or information systems global companies – an advantage Demonstrated experience in coordinating across multiple client accounts, and diverse projects / tasks simultaneously – a must Demonstrated experience in sustaining & growing complex long terms relationship Strong functional understanding of the HR domain – a must Experience in HR process optimization and design – an advantage Demonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantage Professional ability in all MS Office applications – a must Personal Skills Dynamic customer-oriented team player (working with development, sales, marketing, operations and Professional Services Group) with strong commitment and drive to accomplish individual and team tasks and goals Excellent public speaking and client management skills Honesty and integrity across communications and tasks Ambitious, self-motivated, flexible and able to meet tight deadlines Professional in delivering customer satisfaction in challenging environments Take initiative, exercise sound judgment and results-oriented Communication Skills Ability to communicate clearly in English (written and oral), build rapport, listen effectively and apply questioning techniques to understand customer, project and sales team needs and resolve issues in a timely manner while maintaining a consistent demeanor Critical Thinking Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address challenges and new opportunities; taking courses of action based on sound analysis and judgment AKT Offers A wide range of benefits and opportunities for career growth Realistic growth opportunities into either technical practices or business consulting environment Stimulating and collaborative working environment International business environment (offices in the UK, DACH, India, France, Israel, North America, and Czech Republic) Internal knowledge transfer, training and coaching by our dynamic team of consultants and experts #J-18808-Ljbffr