Regional Account Director, Customer Success Northeast USA

Sales United States United States United States New York, New York Philadelphia, Pennslyvania


Description

 

Regional Account Director, Customer Success

The primary responsibilities of the Regional Account Director are the overall Retain-Expand-Convert strategy of LHH to ensure the continuity of our relationship with clients and in building strong business partnerships; ensures clients receive industry-leading customer service and are regularly made aware of relevant LHH capabilities; informs the sales team of client needs, gaps in services or delivery, leads Account Management team for the region, and identifies opportunities for enhanced client satisfaction and LHH expansion.

 

Reporting Relationships:

      Reports directly to the SVP Global Customer Success, Americas

      Reports indirectly to Managing Director, Area Sales Directors and Regional Operations Director

 

Direct Reports:

      Regional Account Managers

 

Major Responsibilities

Key Accountabilities

      Provide effective and proactive 1st-level service to clients to retain and expand account relationships

      Provide effective and proactive 1st-level support to sales drivers to assist them in converting new business, increasing market share, and achieving territory and regional sales goals, ultimately allowing the sales team more time to prospect and sell

      Effectively manage operational and delivery functions directly impacting Sales/Marketing efforts

      Lead, manage and develop direct reports within the region, including the training and on-boarding of new direct reports, when needed

Territory Management & Sales Support

      Orbit opportunity and referral template entry (enter new contracts and extend existing contracts and programs)

      Create referrals on an accurate and timely basis for immediate engagement

      Manage information flow between sales and delivery (bridge from sales to delivery)

      Manage information flow between sales and engagement (bridge from sales to engagement)

      Maximize engagement, smooth billing flow, and minimize “surprises” or interruptions in the business cycle

      Develop a complete understanding of contract and project requirements to ensure ease of implementation and billing

      Ensure information in SFDC and Orbit are up-to-date and accurate

      Utilize SFDC and Orbit to produce reports ensuring sales drivers are aware of all contract expirations at least 6 months in advance of end date

      Serve as primary POC, or as back-up, to sales drivers as assigned in specific accounts

      Help sales drivers manage their largest accounts (reporting, billing issues, managing new clients, etc.)

      Lead production and delivery of all client reporting needs utilizing existing tools (e.g., Orbit, Reporting Server)

      Set up CRC’s and present them to clients; work with sales and operations as needed to tailor according to client needs

      Ensure all clients have current and accurate CT program description

      Cultivate and strengthen client/customer relationships

      Serve as the conduit between clients and LHH

      Support business development efforts targeted at increasing market share and expanding the pipeline (e.g., marketing events, sales presentations, collecting market intelligence)

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

      Develop and present sales and client-facing materials and collateral as appropriate (e.g., proposals, presentations, Annual and Quarterly Partner Reviews); ensure all APRs and QBRs are scheduled accordingly for all top accounts

      Partner with sales drivers to research local markets for sales opportunities / accounts / contacts to target and develop by utilizing available resources (e.g., via OneSource and LinkedIn) 

      Collaborate with sales drivers to establish systems to provide market information, trends, companies entering and exiting the market area, etc.

      Collaborate with sales drivers on ways to break into prospect accounts or to expand into existing accounts; identify ways to use tools and methods (e.g., social media, LHH alumni lists) to create lead generation activity that lead to meetings and interactions with prospects and contacts

      Serve as main POC for all CRN and CRC requests, demos, and issues

      Stay well-versed in and be able to explain and articulate LHH technology and innovations

Candidate Support

      Ensure all candidates are supported and have access to LHH services as

      Follow up with clients to confirm service requests and resolve any questions / issues; ensure sales drivers are made aware of any activity

      Work with delivery teams as needed to support candidates at all levels, including ICEO when requested

Marketing

      In concert with sales drivers, increase awareness of LHH services through the development of marketing events; this includes webinars, dissemination of appropriate marketing information via SFDC, and proactively liaising with corporate marketing and company peers to stay abreast of all marketing opportunities

      Increase local awareness of LHH services through marketing – Blog, email blasts and/or marketing events as per the regional / territory marketing plans

      Partner with local offices to plan, coordinate and execute onsite and virtual marketing events

      Evaluate and report on success of events, and track outcomes (e.g., sales lead generation)

Finance

      Liaison with finance monthly to ensure customers do not have outstanding balances past account terms

      Make appropriate changes in ORBIT  

      Partner with clients to insure invoices have the required information for processing and are being sent to designated person

      Write to customers for approval to apply cash, credits or other relevant payments

      Ensure NRTB and RTB billings are resolved each month

      Troubleshoot and provide problem resolution as needed

 

Required Experience/Characteristics

      Bachelor’s degree and/or relevant educational certifications or technical training

      High level of proficiency in MS Office Suite

      Strong project management skills and ability to multi-task

      Excellent presentation skills

      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

      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

      Ability to follow processes and ensure quality to a very detailed level

      Willingness to travel occasionally

      Strong leadership and management skills

Director, Regional Accounts

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This would be standard across all job descriptions