Global Customer Success Director - Strategic Accounts

Global Customer Success Director - Strategic Accounts

Global Customer Success is a specialized team within LHH Global Sales that is responsible for implementing the Firm’s largest and most complex global accounts.  Customer Success includes the execution and commercialization of contracts, plus the management of ongoing account operations and orchestration of all deliverables during the life of the contract.  The Global CS Director is a subject matter expert in global client success management, which means ensuring all day-to-day account operations and contracted deliverables are completed on-time, accurately and to the highest quality.  Individuals in this role are relied on to be a strategic partner to Sales Leaders and will be asked to participate in creating strategic growth plans and advising others on the health of their assigned accounts. 

This is the senior-most individual contributor role on the Global CS Account Management team and is differentiated from the other levels by the size, scope, volume and strategic nature of the account that each professional is entrusted.

Reporting Relationships:

• Position reports to the Head of Customer Success, NA – Strategic Accounts

Direct Reports:

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

Location:

• This is a virtual based role

Travel:

• Travel is required throughout NA

Language:

• Primary language is English

In this role you can expect to

• Plan and lead the implementation of multiple, highly complex global accounts, global implementation assignments, and global event management assignments in all LHH solution offerings in accordance to the global contract
• Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract
• Collaborate with LHH sales leader to develop sales strategy to maximize commercial upside of contract
• Define processes and create required documentation to implement contract effectively
• Partner with Sales Leader in the development of SOW and review of contract account process deliverables (ie engagement, reporting, invoicing, etc.) and KPIs
• Properly scope account deliverables and build work plans representative of all designated solution components, in partnership with LHH sales and solutions leaders
• Partner with Sales Leaders and/or Practice Leaders to develop tailored or unique solutions which address client challenges
• Oversee systems configuration and account setup.
• Train all client and LHH representatives in the commercial obligations of the contract.
• Remain current on LHH solutions offerings (Career Transition, Leadership Development, Employee Engagement, and Change Management)

Major Responsibilities

Account Leadership

• Serve as the Customer Success Account Management Leader on multiple, highly complex, global accounts concurrently
• Develop credibility & maintain professional relationships with key internal and external executives 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 and marketing requirements
• Serve as subject matter expert to clients internally and externally in the orchestration of account operations globally
• Provide recommendations and information for Customer Success leadership to appropriately allocate account team staffing resources
• Effectively manage and direct account team members in a matrix reporting structure
• Utilize key metrics to identify areas of weakness on assigned accounts and lead efforts to remedy.
• Expertly deliver client presentations, including demonstrating newly released LHH products and services.