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 Customer Success role is a subject matter expert in global customer 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 Global Key Account Directors 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 Customer Success 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 – Strategic Accounts EMEA

Direct Reports: 

• The position has no direct reports, but is required to manager others in a matrix (account team) structure

Location: 

• Remote with residence in Europe (outside UK or France)

Travel: 

• 20% within Europe

Languages: 

• Fluent in English
• Fluent in German

In this role you can expect to 

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 customers internally and externally in the orchestration of account operations globally across the Global Business Unit
• 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 customer presentations, demonstrating broad knowledge of LHH offerings across all verticals, leveraging SMEs on LHH products and services as appropriate.

Account Retention & Expansion 

• Partner with LHH sales leadership to develop and execute the sales strategy for each account assignment
• Proactively plan and prepare for customer partner reviews, compiling account reporting across the Global Business Unit including PPT presentation and data analysis to provide data insights and trends
• Utilize key metrics to identify ways to recognize and capitalize on opportunities within assigned accounts
• Proactively seek out ways to expand account through increased engagement, process efficiencies, and relationships
• Develop, foster, and maintain client relationships to ensure account retention
• Participate in all aspects of LHH global sales community (training, systems, processes)

Account Implementation and Management 

• 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, leveraging points of contact within LHH verticals
• 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 (i.e., engagement, reporting, invoicing, etc.) and KPIs
• Partner with Sales Leaders and/or Practice Leaders to develop tailored or unique solutions which address customer challenges
• Oversee systems configuration and account setup.
• Train all customer and LHH representatives in the commercial obligations of the contract.
• Remain current on LHH solutions offerings (Career Transition & Mobility, Leadership Development, Recruitment Solutions, Ezra, and General Assembly)

Here’s what you’ll need to succeed 

• 10+ years global account management experience in related field (Consulting, OD, Talent, Change Management, etc.)
• Bachelor and/or Master’s degree is appreciated
• Proven Project and Account Management experience, Project Management Certificated is a plus
• Exhibits strong executive presence in communication, credibility, confidence, and professional image
• Experience managing complex, international accounts, or projects
• Demonstrated consultative sales experience
• Experience working with executive level clients
• Platform presentation experience required
• Willingness to travel within Europe (20%)
• Proficiency in English and German

What we offer 

• Growth opportunities within a HR Solutions global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives

About LHH 

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next. 

LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.  

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone. 

A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us. 

This is LHH. 

Ready for Next. 

www.lhh.com 

LHH is an Equal Opportunity Employer.  

For additional information on our Diversity and Inclusion policy, please consult the following link:  https://www.lhh.com/us/en/diversity-and-inclusion