Global Account Director - Customer 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 Global Account Director is a subject matter expert in global client success management, which means ensuring all day to day account operations and contracted deliverables are completed on-time, accurately and to the highest quality. Individuals in this role are relied on to be a strategic partner to Sales Leaders and will be asked to participate in creating strategic growth plans and advising others on the health of their assigned accounts.
This is the senior-most individual contributor role on the Global Account Management team and is differentiated from the other levels by the size, scope, volume and strategic nature of the account that each professional is entrusted.
Position reports to the Global SVP Account Management, Customer Success - Americas
This position has no direct reports, but is required to manage others in a matrix (account team) structure.
Serve as the Customer Success Account Management Leader on multiple, highly complex, global accounts concurrently
Develop credibility & maintain professional relationships with key internal and external executives 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
Serve as subject matter expert to clients internally and externally in the orchestration of account operations globally
Provide recommendations and information for Customer Success leadership to appropriately allocate account team staffing resources
Effectively manage and direct account team members in a matrix reporting structure
Utilize key metrics to identify areas of weakness on assigned accounts and lead efforts to remedy.
Expertly deliver client presentations, including demonstrating newly released LHH products and services.
Account Retention & Expansion
Partner with LHH sales leadership to develop and execute 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)
Account Implementation and Management
Plan and lead the implementation of multiple, highly complex global accounts, global implementation assignments, and global event management assignments in all LHH solution offerings in accordance to the global contract
Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract
Collaborate with LHH sales leader to develop sales strategy to maximize commercial upside of contract
Define processes and create required documentation to implement contract effectively
Partner with Sales Leader in the development of SOW and review of contract account process deliverables (ie engagement, reporting, invoicing, etc.) and KPIs
Properly scope account deliverables and build work plans representative of all designated solution components, in partnership with LHH sales and solutions leaders
Partner with Sales Leaders and/or Practice Leaders to develop tailored or unique solutions which address client challenges
Oversee systems configuration and account setup.
Train all client and LHH representatives in the commercial obligations of the contract.
Remain current on LHH solutions offerings (Career Transition, Leadership Development, Employee Engagement, and Change Management)
10+ years global account management experience in related field (Consulting, OD, Talent, Change Management, etc.)
Undergrad required, post graduate degree strongly desired
Proven Project/Account Management experience, PMP certification a plus
Exhibits strong executive presence in; communication, credibility, confidence, and professional image
Experience managing complex, international account or projects
Demonstrated consultative sales experience
Experience working with executive level clients
Platform presentation experience required
Highly proficient in computer/data skills including Word, Excel, PPT, Outlook
Willingness to travel
Proficiency in a language other than English a plus
This would be standard across all job descriptions