Global Account Services Manager - Customer Success Americas

Sales Bellevue, Washington


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, Sales Leaders and HR within our clients 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.  The individual also partners closely with HR and serves as an extension of the HR operations process.

 

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. However, is required to direct others in a matrix (account team) structure.

Major Responsibilities

Account Partnership & HR Operations

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

       Provide tactical account operation support for Global accounts

       Assists in administering human resources policies and procedures

       Collects and maintains HR data related to benefit and exit to ensure exit or redeployment process follows protocol

       Processes paperwork for functional area according to established procedures

       May prepare internal employee communications regarding compensation, benefits, or company policies.

       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 and/or HR operations

       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

 

This would be standard across all job descriptions