Account Services Manager - Customer Success

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

Reporting Relationships:  Position reports to the Account Services Team Lead

Direct Reports:  This position has no direct reports

Major Responsibilities

Account Services

•        Service multiple, sometimes complex, accounts concurrently 
•        First point of contact for all operational support 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) utilising 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 support the retention of the account through process efficiencies and relationship management  

• Use data and reporting tools to access account performance and advise internal stakeholders and/or external customers on areas of improvement to enhance customer experience and quality outputs.

• Partner with the account leaders to plan and prepare for client partner reviews, compiling account reporting including PPT presentation. 
• Manage the Contract Renewal Project plan – coordinating key internal stakeholders to ensure we renew the contracts in a timely manner
• Manage a portfolio of House Accounts by developing customer relationships, processing contract renewals and being the first point of contact for any day to day queries and referrals

Account Implementation

• Plan and support the implementation of multiple accounts and event management assignments
• 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 required documentation to implement contract effectively
• Oversee accurate systems configuration and account setup
• Point of contact for contract – responsible 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:

• Accurate implementation /customer roll out (to current Best Practice standards)
• Customer satisfaction
• Completion of QBR / APR (quarterly on annual business / partner reviews)
• Accurate maintenance of SF.com account records

 Required Experience / Character

• 1-3 years relevant experience
• Experience working with mid-senior management customers and sales teams
• Platform presentation experience a plus
• Highly proficient in computer/data skills including Word, Excel, PPT, Outlook
• Fluent English is essential