Customer Success Manager - North America Based

Akt Global; A distancia; MXN 1,434,000 - 1,794,000; Jornada completa

Descripción de la vacante

A leading People Experience Digital Solution consultancy is seeking a Customer Success Manager based in North America to oversee client relationships post-implementation. The ideal candidate will have a bachelor's degree, over 4 years of relevant experience, and strong skills in HR processes. Responsibilities include managing client communications, assessments, and periodic reviews. The company offers a collaborative work environment with opportunities for growth across international offices.

Servicios

Career growth opportunities

Collaborative working environment

International business exposure

Formación

• 4+ years of experience as a Customer Success Manager in SaaS or cloud solutions.
• Experience in growing long-term client relationships.
• Strong functional understanding of HR domain.

Responsabilidades

• Oversee all client implementations post go-live.
• Manage client expectations and communications.
• Conduct periodic customer reviews of active projects.

Conocimientos

Customer-oriented team player

Public speaking

Client management

Dynamic thinking

Educación

Bachelor's degree or higher

Herramientas

MS Office

Descripción del empleo

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