Customer Success Manager

Date: 16 Feb 2025Region: IsraelAs 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 requirementsManage client expectations regarding status updates, scope changes, timelines and budgets and champion their needs to technical teamProactively review account activities and stay in sync with the sales and delivery teams to identify and grow expansion opportunities within the accountAssess/evaluate client requirements against existing programs, scope of project, manage project plan and scheduleEnsure customer satisfaction through follow-up, client responsiveness, and thorough communicationRegularly produce improvement initiatives for both AKT and with clientsResponsible for initiating changes requests to better align with customer requirementsEngage with Sales to identify options / strategies for solution offers / proposals that meet AKT / SuccessFactors and customer requirementsConduct and present periodic customer reviews of AKT’s active / planned project and implementation deliverablesJob Requirements:A bachelor’s degree or higher4+ years of experience as a Customer Success Manager in SaaS, cloud solutions, or information systems global companies – an advantageDemonstrated experience in coordinating across multiple client accounts, and diverse projects/tasks simultaneously – a mustDemonstrated experience in sustaining & growing complex long terms relationshipStrong functional understanding of the HR domain – a mustExperience in HR process optimization and design – an advantageDemonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantageProfessional ability in all MS Office applications – a mustPersonal 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 goalsExcellent public speaking and client management skillsHonesty and integrity across communications and tasksAmbitious, self-motivated, flexible and able to meet tight deadlinesProfessional in delivering customer satisfaction in challenging environmentsTake initiative, exercise sound judgment and results-orientedCommunication 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 demeanorCritical 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 judgmentAKT Offers:A wide range of benefits and opportunities for career growthRealistic growth opportunities into either technical practices or business consulting environmentFlexible working hoursStimulating and collaborative working environmentInternational 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