Global Account Services Manager - Customer Success Americas

Sales United States


Description

 

 

 

Global Account Services ManagerCustomer Success - Americas

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 functionIndividuals in this role partner with Account Management Leads and Sales Leaders on the most complex global accounts.  The individual demonstrates a high 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 - Americas

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 & Talent Development  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

        Manage global contract rollout assignment independently

        Define processes and create required documentation to implement contract effectively

        Oversee and advise systems configuration and account setup

        Review of contract to ensure account process deliverables (ie engagement, reporting, invoicing, etc.) and KPIs are met

        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 offerings (Career Transition, Leadership Development, Employee Engagement, and Change Management)

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

 

Required Experience/Characteristics

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

        Undergrad 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

 

This would be standard across all job descriptions