Project Manager, Customer Success - German & English / French & English Speaker

Customer Service London, United Kingdom
Contract Type: Permanent Contract


Description

 

 

Project Manager, Customer Success - German & English / French & English Speaker

The Project Manger role sits within our Sales organisation but works effectively between both sales and operational teams.


Customer Success’ specialises in three areas:  Account Management / Project Management / Shared Services


The
Project Manager role is customer facing as needed, proactively and independently managing all aspects of the implementation of projects within contracts from planning through to feedback collection. Ensuring all agreed deliverables during the life of the contract are met on time and to the highest quality.

 

 The Project Manager will drive project scoping meetings, continually update key stakeholders at every step of the project and provide reporting requirements either on a quarterly basis or by projects.

 

 

Reporting Relationships:  Position reports to the Project Management team lead in country

 

Direct Reports:  This position has no direct reports but is required to manage or direct others in a matrix (account team) structure.

 

Major Responsibilities

  • Technical understanding of LHH CT & Talent Development products 
  • Ability to create & follow a project plan & implement custom requirements
  • Ability to develop and manage project plan documents with inter-dependencies.
  • Maintain project charters throughout project lifecycle.  
  • Support cross-functional teams in matrix environment
  • Manage and track risks, actions and decisions 
  • Maintain project budget and profitability 
  • Responsible for the accuracy and completeness of all project deliverables as needed
  • Monitor production and quality to customer/stakeholder/sponsor standard
  • Identify and resolve/escalate issues and risks 
  • Report on project progress, offers viable solutions and opportunities as they arise 
  • Liaise with customer throughout the project 
  • Manage multiple projects where clients are based in Switzerland
  • Host meetings and set expectations for project
  • Confirm and implement reporting requirements 
  • Ensure that all opportunities and templates are set up correctly in orbit as per the customer brief
  • Liaise with the billing team where necessary to ensure BRF checks and CBRs are created pre-delivery commencing
  • Support the billing team where required to ensure that purchase orders are in place, escalating to the CP and customer when needed
  • Maintain housekeeping of ORBIT and supporting documentation – any changes to a client process must be documented at all times to support a smooth referral and engagement process and ensure that all internal stakeholders are notified of changes relevant to perform their role correctly
  • Manage and coordinate on-site delivery programmes (out of office), ensuring that delivery schedules and resources are set to meet client needs and all consultants are briefed in advance of the project with the scope of work and their invoicing requirements

 

Financial Tracking

  • Maintain a log of all billing for out of office projects and to utilise this information to feed into the projections report each week and update the Out of Office activity tracker
  • Check that programme prices are in line with parameters set to achieve our DSC KPIs – raising to your Project Manager any concerns
  • Confirmation of project fees and efficient resourcing of consultants to ensure optimal profitability is achieved

 

Reporting and MI

  • Prepare, analyse and present customer reports for use in QPR and APR meetings
  • Review trends and themes and proactively share findings or concerns with key internal stakeholders
  • Build and prepare customer specific reports that are needed for weekly or monthly MI
  • Participate as appropriate in partner reviews and sales presentations to key prospects and established customers

 

 

Required Competencies and Experience 

 Knowledge of and experience in one of more of the following:  

  • Career Transition
  • Leadership development
  • Assessments/surveys/analytics 
  • Coaching 

  The ideal candidate will be/have:

  • Passionate about customer service and enjoys client contact
  • German & English or French & English language ability
  • Proven Project Management skills
  • Proactive self-starter
  • Clear and positive communicator
  • Proactive in difficult situations, remains accountable
  • Excellent relationship building skills
  • Highly organised and able to work under pressure
  • Demonstrates flexibility and willingness to collaborate
  • Excellent IT skills and good knowledge of key CRM systems
  • Strong commercial acumen
  • Intermediate or above Microsoft Office skills, particularly PowerPoint 
  • Analytical skills, experience reporting on project data  
  • Willing to learn new technology 

 

About LHH

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.

www.lhh.com

LHH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, 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