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 Account Services Manager is the foundational level within the Account Management function. Individuals in this role partner with Account Management Leads and Sales Leaders on the most complex global 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 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.

Reporting Relationships:

        Position reports to the Global VP 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.

Major Responsibilities

Account Partnership

Partners closely with Global Customer Success Leaders & Shared Services teammates on assigned accounts

        Provide tactical account operation support for Global accounts

        Highly complex 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

        Assist with compiling of account/project reporting including PPT presentations

        Attend client presentations/meetings

        Oversee and advise systems configuration and account setup

        Participate in all aspects of LHH global sales community (training, systems, processes)

        Oversees 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 Global Customer Success best practices for implementing accounts globally

        Support global contract rollout assignment

        Define processes and create required documentation to implement contract effectively

        Oversee and advise systems configuration and account setup

        In partnership with Global Customer Success Director, review of contract to ensure account process deliverables (i.e. engagement, reporting, invoicing, etc.) and KPIs are met

        In partnership with Global Customer Success Director, 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 defined best practices and current LHH sales and marketing requirements

        Effectively partner and direct account team members and shared 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, compiling account reporting including PPT presentation.  Participate in review, with a focus on data analysis, insights and trends

        Proactively seek out ways to expand account through increased engagement, process efficiencies, and relationships

        Develop, foster and maintain client relationships to ensure account retention

        Remain current on LHH solutions

        Participate in all aspects of LHH global sales community (training, systems, processes)

        5 years global account management experience in related fields (Consulting, OD, Talent, Change Management, etc.)

        Undergraduate required, post graduate degree strongly desired

        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

        Willingness to travel

      Proficiency in a language other than English a plus