Customer Success Manager

2 weeks ago

London, United Kingdom Lee Hecht Harrison Careers Full time

Global Customer Success Manager UK – Strategic Accounts (fix-term 12 months) - LHH CTM & LD
Global Customer Success Manager – Strategic Accounts (fix-term 12 months) - UK
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 Customer Success role is a subject matter expert in global customer 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 Global Key Account Directors 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 Customer Success 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 Customer Success Director – Strategic Accounts EMEA

The position has no direct reports, but is required to manager others in a matrix (account team) structure

Remote with residence in the UK

Travel:
~ Languages:
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 customers internally and externally in the orchestration of account operations globally across the Global Business Unit
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 customer presentations, demonstrating broad knowledge of LHH offerings across all verticals, leveraging SMEs on LHH products and services as appropriate.
Account Retention & Expansion
Partner with LHH sales leadership to develop and execute the sales strategy for each account assignment
Proactively plan and prepare for customer partner reviews, compiling account reporting across the Global Business Unit 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, leveraging points of contact within LHH verticals
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 ( i.e., Oversee systems configuration and account setup.
Train all customer and LHH representatives in the commercial obligations of the contract.
Remain current on LHH solutions offerings (Career Transition & Mobility, Leadership Development, Recruitment Solutions, Ezra, and General Assembly)
10+ years global account management experience in related field (Consulting, OD, Talent, Change Management, etc.)
Bachelor and/or Master’s degree is appreciated
Proven Project and Account Management experience, Project Management Certificated is a plus
Experience managing complex, international accounts, or projects
Experience working with executive level clients
Willingness to travel within Europe (20%)
Proficiency in English
We prioritize learning to stay agile in an increasingly competitive business environment
Private medical Insurance (PMI)
Career support for family and friends
25 working days paid holiday with the opportunity to buy extra days off each year.
Contract: Fix-term for 12 months, there may be the opportunity to extend or move into permanent if the business need is given. Contract Type: Full Time
LHH exists to help individuals, teams, and organizations find and prepare for what ’s next. 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 6 0 countries around the world. We successfully help close to 500,0 0 0 candidates to enhance their careers every year. Our lo cal expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation.

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