Customer Success Manager - CT&M (USA West Region)

Customer Success Manager CT&M – US West Region

The Customer Success Manager role is client facing and sits within the Customer Success Sales organization. Primarily ensuring all agreed deliverables during the life of the contract are met on time and to the highest quality.

Reporting Relationships:

• Reports to the Director, Customer Success CT&M

Direct Reports:

• This position has no direct reports

Location:

• Remote position; candidate must reside within the Pacific, Mountain, or Central time zones

Travel:

• Yes, as needed

Language:

• English

In this role you can expect to

Account Management

• Service multiple, sometimes complex, accounts concurrently

• First point of contact for all account needs both for external and internal stakeholders
• Develop credibility & maintain professional relationships with key internal and external clients and account stakeholders
• Develop, foster, and maintain customer relationships to support account retention
• Ensure all deliverables and tasks are completed (on time, on budget, accurately and with high quality) utilizing defined best practices and current LHH sales and marketing requirements
• Proactively use Salesforce to maintain account records, add meetings, customer contracts and contact details
• Manage and drive communications cadence with customer / internal stakeholders
• Effectively partner and direct account team members in a matrix reporting structure
• Proactively aid in the retention of the account through process efficiencies and relationship management 
• Effective use of reporting and data to:

• Identify areas of weakness on assigned accounts and promote efforts to remedy
• Add value to the customer
• Monitor delivery quality

• Partner with the account leaders to plan and prepare for client partner reviews, compiling account reporting including PPT presentation.

Account Implementation

• Plan and aid in the implementation of multiple accounts
• Manage contract rollout, using clear and effective communication and best practice templates
• Review of contract to ensure account process deliverables (i.e. engagement, reporting, invoicing, etc.) and KPIs are met
• Execute operational processes and create necessary documentation to implement contract effectively
• Execute systems configuration and account setup
• Point of contact for contract – accountable for account process KPIs and deliverables (i.e. engagement, reporting, invoicing, etc.)
• Create and maintain all relevant roll out materials; HR Toolkit / LHH Implementation guide / Referral form etc.
• Train /advise all stakeholders (internal & external) against the roll out requirements

Success Factors

The success of this role will be measured by various KPIs including but not restricted to:

• Effective new contract implementation /customer roll out (to current Best Practice standards)
• Customer satisfaction, retention, and contract maximization
• Completion of Partner Reviews (quarterly on annual business or as needed by customer)
• Accurate maintenance of SF.com account records

All About You

• 3+ years of account management experience in related field
• History of