Account Manager (13 Months FTC Maternity Cover)

Operations Bristol, United Kingdom Birmingham, United Kingdom London, United Kingdom Manchester, United Kingdom


Description

Account Manager – 13 Months FTC / Matt Cover

The Account Manager role is client facing, proactive and sometimes independently managing the implementation and commercialisation of contracts, ensuring that all agreed deliverables during the life of the contract are met on time and to the highest quality while driving the continuity of our relationship with clients and in building strong business partnerships ensuring our clients receive industry leading customer service at all times. The Account Manager will attend project scoping meetings, continually update key stakeholders at every step of the project attending stage meetings and delivering progress and final project reports. Working within the Sales leader, the account manager will support in identifying opportunities for enhanced client satisfaction and the strategic expansion of accounts.

 

Reporting to:

      Regional Operations Manager

Location:

      Manchester, Birmingham, Liverpool, Leeds

Major Responsibilities

Account Management, Retention and Expansion

      Lead multiple, sometimes complex, accounts concurrently 

      First point of contact for all operational support needs both for external & internal stakeholders

      Develop credibility & maintain professional relationships with key internal & external clients & account stakeholders 

      Develop, foster & maintain customer relationships to ensure account retention 

      Ensure all deliverables & tasks are completed (on time, on budget, accurately & 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, project managers and shared services in a matrix reporting structure 

      Support LHH sales leadership to help drive the sales strategy for each account assignment 

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

      Effective use of reporting and data to:

      Identify areas of weakness on assigned accounts and lead efforts to remedy

      Identify ways to see and capitalise on opportunities on your accounts

      Add value to the customer

      Monitor delivery quality

      Partner with 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

      Stay current on LHH solutions

      Deliver client presentations, integrating newly released LHH products and services 

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

Account Implementation

      Plan and support the implementation of accounts

      Manage contract rollout assignment independently, using clear and effective communication and best practice templates

      Review of contract to ensure account process deliverables & KPIs are met 

      Execute operational processes and create required documentation to implement contract effectively

      Point of contact for contract – responsible for account process KPIs and deliverables

      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

Project Management

      Advanced Project Management with the continuous drive of LHH processes to adopt best practice in line with managing expectations of internal and external stakeholders.

      Be an expert for all operational aspects of managing large scale career transition projects leading the planning and implementation, logistical requirements and quality control.

      Accompany Client Partners to client project scoping and implementation meetings and attend internal project planning meetings. Fully understand the client brief and communicate the detail to all delivery colleagues involved.

      Manage and coordinate on-site delivery programmes (out of office), ensuring that delivery schedules and resources are set to meet client needs and all consultants are briefed in advance of the project with the scope of work and their invoicing requirements

      Negotiate rates with Career Transition Associates for delivery of services. Issue Statements of work

      Set up Service Work Orders in ORBIT to monitor delivery of service and bill the client

      Check prices are in line with parameters set to achieve our DSC KPIs – raising to your Project Manager any concerns

      Confirmation of project fees and efficient resourcing of consultants to ensure optimal profitability is achieved

Reporting and MI

      Analyse and present client reports in client QPR and APR meetings

      Review trends and themes and proactively share findings or concerns with key internal stakeholders

      Participate as appropriate in partner reviews and sales presentations to key prospects and established customers

      The above list is not exhaustive but indicative of the main aspects of the role.  Duties and responsibilities may be added or amended from time to time.

Required Experience/Characteristics

      Passionate about customer service and enjoys client contact

      Proven Account /Project Management experience

      Proactive self-starter

      Well-developed analytical skills with the ability to identify trends and issues at an early stage

      Clear and positive communicator

      Doesn’t shy from difficult situations and remains accountable

      Excellent relationship building skills

      Highly organised and able to work under pressure

      Demonstrates flexibility and willingness to collaborate

      Excellent IT skills and good knowledge of key CRM systems

      Strong commercial acumen

What We Offer

      Contract: Permanent

      Contract Type: Full Time

      Hours Per Weekly: 37.5

      Workdays: 9am -5:00pm Mon-Friday

      Renumeration: Depending on Experience and success

Must have required right to work in the UK