Customer Success (CS) is a specialised team within LHH Sales that is responsible for implementing the largest and most complex accounts.  Customer Success includes the execution and commercialisation of contracts, plus the management of ongoing account operations and orchestration of all deliverables during the life of the contract.  Individuals in this role may partner with other Customer Success team members and Sales Leaders on the most complex accounts and may be asked to serve as the lead on less complex 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 entry-level contributor role on the Customer Success team and is differentiated from the other Customer Success team levels by the size, scope, volume and strategic nature of the accounts/projects with which this professional is entrusted.

Reporting Relationships:

• Reports to Customer Success Lead

Direct Reports:

• This position has no Direct Reports

Location:

• Sydney or Melbourne

Travel:

• No travel required for role.

Language:

• English

In this role you can expect to

Key Accountabilities

Account Partnership

• Partners closely with Customer Success, Sales Leads & Operations team members on assigned accounts/projects
• Provide tactical account operation support for accounts/projects
• Complex group coordination for Career Transition & Leadership Development assignments
• Expected to manage local accounts and/or projects independently and with assistance from Customer Success team where necessary dependent on size and complexity
• Interface with customer representative for planning logistics and obtaining required information
• Assist with compiling of account/project reporting including PPT presentations
• Attend customer presentations/meetings
• Oversee and advise systems configuration and account setup
• Participate in all aspects of LHH local/regional sales community (training, systems, processes)
• Manage candidate records – Orbit record updating and management, Orbit messaging, billing requirements and edits, prepare/approve final consolidated customer invoicing

Account Implementation

• Utilize Customer Success best practices for implementing accounts/projects
• Manage local contract rollout assignment independently and with assistance from Customer Success team where necessary
• Define processes and create required documentation to implement contract effectively
• Oversee and advise systems configuration and account/project setup
• Review of contract to ensure account/project process deliverables (ie engagement, delivery, reporting, invoicing, etc.) and KPIs are met
• Train all client and LHH representatives in the commercial obligations of the contract as part of the contract/project rollout

Account Management, Retention & Expansion

• Serve as the Lead on assigned accounts/projects (with assistance from Customer Success team where necessary dependent on size and complexity)
• Develop credibility & maintain professional relationships with key internal and external customer 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
• Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract
• Partner with Sales Leaders to plan and prepare for customer partner reviews, compiling account reporting including PPT presentation.  Participate in review, with a focus on data analysis, insights and trends
• Ad hoc research/support/data analysis where needed/requested by sales or customer success teams
• Auditing and improving data collection process – identifying gaps in data collection and working on improving process of collection, storage, or scope
• Proactively seek out ways to expand account through increased engagement, process efficiencies, and relationships
• Develop, foster and maintain customer relationships to ensure account retention
• Remain current on LHH solutions offerings (Career Transition & Mobility and Leadership Development)
• Participate in all aspects of LHH local sales community (training, systems, processes)
• Comply with the organization’s certified Management Systems including applicable responsibilities for Quality, Information Security, and Health & Safety.

All About You

• 2-3 years project coordination/event management
• Undergrad required, post graduate degree strongly desired
• Exhibits professional presence in; communication, credibility, confidence, and image
• Experience working with mid-management level customers
• Experience managing accounts or projects
• Demonstrated oral and written communication skills
• Problem solving and analysis skills
• Proficient in computer/data skills including Word, Excel, PPT, Outlook
• Ability to use reporting software such as Microstrategy, PowerBI or other preferred

What we offer

• Growth opportunities within a human resources 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

Contract: Permanent

Contract Type: Full-time

LHH empowers professionals and organizations to achieve bold ambitions and secure lasting impact through unique advisory services and talent sources.

Our full suite of offerings connects solutions that are traditionally siloed, making LHH your single talent partner. In a rapidly evolving landscape with complex challenges, we create value across the entire professional talent journey. From hiring great people, developing skills, and nurturing leaders, to advancing individuals to the next stage of their careers, LHH make talent your competitive edge.

We believe the future of work lies at the intersection of exceptional human care and innovation. Powered by science, technology, and proprietary data analytics, LHH’s approach is crafted to align with your business strategy and culture, delivering powerful, sustainable, and measurable impact.

LHH has a team of over 12,000 professionals, across 60+ countries and more than 50 years of experience. As part of the Adecco Group, we bring together global excellence, local knowledge, and centralized coordination for thousands of companies and millions of people worldwide.

Recruitment. Development. Career Transition.

LHH. A beautiful working world.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.