Account Services Manager, Customer Success - CT&M

Position at LHH (Global) Account Services Manager - Customer Success, CT&M

Customer Success is a highly specialized team within LHH responsible for managing all the Firm's accounts, from the largest and most complex global accounts to small local accounts. LHH has built the most comprehensive infrastructure devoted to the delivery, coordination and seamless implementation of Talent Management services. This team of experienced individuals works closely with LHH functions and Customer organizations to manage all aspects of LHH accounts.

The individual demonstrates an elevated level of tactical proficiency and account management responsibilities, which means ensuring all day-to-day account operations and contracted deliverables are completed on time, accurately and to the highest quality.

This is the foundational level individual contributor role on the Account Services Management - Customer Success team and is differentiated from the other levels by the size, scope, volume, and strategic nature of the accounts with which this professional is entrusted.

• Reports to Director, Account Management Services, Customer Success

• This position has no direct reports but is required to direct others in a matrix (account team) structure.

In this role you can expect to

Key Accountabilities

• Partner closely with Customer Success Managers & Shared Services teammates on assigned accounts
• Provide tactical account operation support for accounts.
• Group event coordination for Career Transition & Mobility assignments.
• Expected to manage basic accounts and/or projects independently.
• Interface with client representative for planning logistics and obtaining required information.
• End-to-end logistical coordination of group events
• Attending client presentation/meetings when needed
• Oversee and advise systems configuration and account setup.
• Participate in all aspects of LHH sales community (training, systems, processes)
• Oversee the management of candidate records – CIE, Orbit record updating and management, Orbit messaging, billing requirements and edits.
• Approve final consolidated client invoicing.

• Utilize Customer Success best practice for implementing accounts globally.
• Support contract rollout assignment.
• Define processes and create required documentation to implement contract effectively.
• Oversee and advise systems configuration and account setup.
• In partnership with Customer Success Manager, review of contract to ensure account process deliverables (i.e. engagement, reporting, invoicing, etc.) and KPIs are met.
• In partnership with Customer Success Manager, train all client and LHH representatives in the commercial obligations of the contract (Roll-Out)

• Develop credibility & maintain professional relationships with key internal and external clients and account stakeholders.
• Ensure all deliverables and tasks are completed (on time, on budget, accurately and with high quality) utilizing defined best practices and current LHH sales marketing requirements.
• Effectively partner and direct account team members and shred services in a matrix reporting structure.
• Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract.
• Partner with the Account Management Lead and Sales Leaders to plan and prepare for client partner reviews.
• Proactively seek out ways to maximize engagement and process efficiencies.
• Develop, foster and maintain client relationships to ensure account retention.
• Remain current on LHH solutions.

• 5 years account management experience in related fields (Consulting, OD, Talent, Change Management, etc.)
• Undergraduate degree required
• Exhibits professional presence in communication, credibility, confidence, and image.
• Proven Event/Project Management experience
• Experience working with mid-senior management level clients.
• Experience managing international accounts or projects.
• Platform presentation experience a plus.
• Highly proficient in computer/data skills including Word, Excel, PPT, Outlook, and Salesforce
• Willingness to travel
• Proficiency in a language other than English is a…