Customer Success Manager

Date: 16 Feb 2025
Region: Israel

As one of the largest SAP Cloud People Solutions consulting firms in the EMEA region, AKT is expanding its team and recruiting for a Customer Success Manager.

The Customer Success Manager 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 for candidates living in Israel.

Key Responsibilities:

Oversee all client implementations following go-live, with activities including but not limited to:

Coordinate and prioritize conflicting requirements
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
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

Job 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 both Hebrew and 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
Flexible working hours
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