Account Services Manager, Customer Success - CT&M

Account Services Manager – Customer Success, CT&M

Customer Success is a highly specialized team withing 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 proficient 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 be the size, scope, volume, and strategic nature of the accounts with which this professional is entrusted.

Reporting Relationships:

• Reports to Director, Account Management Services, Customer Success

Direct Reports:

• 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

Account Partnership

• 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.

Account Implementation

• 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)

Account Management & Retention

• 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 defines 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.