Account Manager, Client Services - Western Region
The primary responsibilities of the Account Manager, Client Services are to support the overall Retain-Expand-Convert strategy of LHH to ensure the continuity of our relationship with clients and in building strong business partnerships; assuring clients receive industry-leading customer service, and opportunities for enhanced client satisfaction and LHH expansion.
Reports directly to the Director of Regional Accounts
Provide effective and proactive 1st-level service to the region’s internal teams, supporting the overall retention and expansion of account relationships
Ability to follow processes and ensure quality to a very detailed level
Effectively support system, operation and delivery functions
Sales and Operational Support
Orbit opportunity and referral template entry & updates (enter new contracts and extend existing contracts and programs) in collaboration with shared services team
- Create referrals on an accurate and timely basis for immediate engagement
Manage information flow between sales and delivery (bridge from sales to delivery); work closely with LHH Project Manager(s) to ensure projects are successfully completed and troubleshoot as needed
Manage information flow between sales and engagement (bridge from sales to engagement)
Maximize engagement, smooth billing flow, and minimize interruptions in the business cycle
Develop a complete understanding of contract and project requirements to ensure ease of implementation and billing
Ensure information in Orbit is up-to-date and accurate, including uploading contracts, APRs, and QBRs into SFDC and Orbit
Provide daily support to the Account Management team and Project Manager as needed
Assist Account Management team with large accounts to include reporting, billing issues, managing new clients, etc.
Execute production and delivery of client reporting needs utilizing existing tools (e.g., Orbit, Reporting Server)
Assist in the development of client-facing materials and collateral as appropriate (e.g., proposals, presentations, Annual and Quarterly Partner Reviews)
Stay well-versed in and be able to explain and articulate LHH technology and innovations
Manage requests for retail services
Prepare customized client monthly, quarterly and ad hoc reports for AM regional team
Assist account team members in utilizing data to gain insight into the root causes of issues and trends in an effort to support continuous quality improvement, problem solving and expansion of account revenues.
Recommend the appropriate technology and tools that are best used to organize, analyze, and report data.
Streamline assigned reporting deliverables and support the development of standard vs. custom reports.
Advise account team members on alternative ways to meet client data demands.
Account Retention & Expansion
Support LHH sales leadership to help drive the sales strategy for each account assignment
Proactively plan and prepare for client partner reviews, compiling account reporting 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)
Manage and partner with BD the client APR and QBR
Proficiency in SFDC and consistency in managing and updating SFDC
Liaison with finance monthly to ensure customers do not have outstanding balances past account terms
Make appropriate changes in ORBIT affecting billing triggers and revenue recognition
Ensure Orbit billing queue are monitored and cleared daily
Troubleshoot and provide problem resolution as needed
Bachelor’s degree and/or relevant educational certifications or technical training
High level of proficiency in MS Office Suite with advanced knowledge of MS Excel and PowerPoint
Professional interpersonal, written and oral communication skills
Technological resourcefulness and intuitiveness (e.g. conducting efficient research, independently mastering new technology and tools, etc.)
Knowledgeable of marketing/sales messaging principles
Critical thinking skills - Ability to problem solve independently and quickly
Time and Priority Management in a high pressure, deadline driven, virtual environment
Ability to influence others without direct authority
Reporting, data analytics or data management experience
The world of work is changing fast.
Profound changes at profound speed.
But whereas many see change as an existential threat,
a select few see it as an opportunity to make a difference.
An opportunity to deliver lifelong employability to a generation of talent in transition.
An opportunity to develop leaders, recognizing the capabilities needed for today,
while nurturing the expertise needed for the future.
And an opportunity to look beyond what’s right for a company, to what’s right for society as a whole.
And out of the few that see these opportunities, there are even fewer placed to actually deliver them.
At Lee Hecht Harrison, we have the scale, the expertise and the insight, not only to identify these opportunities, but to realize them.
Transforming workforces though career transition, talent development and strategic advisory.
Developing future skills, flexibility and foresight, delivered with a distinctly human heart.
We’re obsessively passionate, and quantifiably effective.
Making a difference to everyone we work with and for. And delivering it on a global scale.
Because opportunities aren’t there to be observed.
They’re there to be taken.
This is LHH.
This is Opportunity, delivered.
LHH is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans’ status, age, or any other characteristic protected by law.
For additional information on our Diversity and Inclusion policy, please consult the following link: https://www.lhh.com/us/en/diversity-and-inclusion