Account Services Manager, Customer Success/Enterprise - CT&M
The Account Services Manager role is customer facing and sits within the Customer Success Sales organisation. Primarily ensuring all agreed deliverables during the life of the contract are met on time and to the highest quality.
Position reports to the Account Services Director
This position has no direct reports
In this role you can expect to
Service multiple, sometimes complex, accounts concurrently
First point of contact for all operational support needs both for external and internal stakeholders
Develop credibility & maintain professional relationships with key internal and external clients and account stakeholders
Develop, foster, and maintain customer relationships to support account retention
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
Proactively use Salesforce to maintain account records, add meetings, customer contracts and contact details
Manage and drive communications cadence with customer / internal stakeholders
Effectively partner and direct account team members in a matrix reporting structure
Proactively aid in the retention of the account through process efficiencies and relationship management
Effective use of reporting and data to:
- Identify areas of weakness on assigned accounts and promote efforts to remedy
- Add value to the customer
- Monitor delivery quality
Partner with the account leaders to plan and prepare for client partner reviews, compiling account reporting including PPT presentation.
Plan and aid in the implementation of multiple accounts and event management assignments
Manage contract rollout, using clear and effective communication and best practice templates
Review of contract to ensure account process deliverables (i.e. engagement, reporting, invoicing, etc.) and KPIs are met
Execute operational processes and create necessary documentation to implement contract effectively
Execute systems configuration and account setup
Point of contact for contract – accountable for account process KPIs and deliverables (i.e. engagement, reporting, invoicing, etc.)
Create and maintain all relevant roll out materials; HR Toolkit / LHH Implementation guide / Referral form etc.
Train /advise all stakeholders (internal & external) against the roll out requirements
The success of this role will be measured by various KPIs including but not restricted to:
Accurate implementation /customer roll out (to current Best Practice standards)
Completion of QBR / APR (quarterly on annual business / partner reviews)
Accurate maintenance of SF.com account records
Here’s what you’ll need to succeed
1-3 years relevant background
History working with mid-senior management customers and sales teams
Platform presentation background a plus
Highly proficient in computer/data skills including Word, Excel, PPT, Outlook
Fluent English necessary + native tongue
The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.
LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.
LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.
A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.
This is LHH.
Ready for Next.
LHH is an Equal Opportunity Employer.
For additional information on our Diversity and Inclusion policy, please consult the following link: https://www.lhh.com/us/en/diversity-and-inclusion