Account Services Manager, Customer Success - CT&M, LHH

LHH is a global leader in talent management services, and they are seeking an Account Services Manager for their Customer Success team. This role involves managing accounts, ensuring operational efficiency, and fostering client relationships to enhance account retention and satisfaction.

Responsibilities:

• Partner closely with Customer Success Managers & Shared Services teammates on assigned accounts
• Provide tactical account operation support for accounts
• Group event coordination for Career Transition & Mobility assignments
• Expected to manage basic accounts and/or projects independently
• Interface with client representative for planning logistics and obtaining required information
• End-to-end logistical coordination of group events
• Attending client presentation/meetings when needed
• Oversee and advise systems configuration and account setup
• Participate in all aspects of LHH sales community (training, systems, processes)
• Oversee the management of candidate records – CIE, Orbit record updating and management, Orbit messaging, billing requirements and edits
• Approve final consolidated client invoicing
• Utilize Customer Success best practice for implementing accounts globally
• Support contract rollout assignment
• Define processes and create required documentation to implement contract effectively
• Oversee and advise systems configuration and account setup
• In partnership with Customer Success Manager, review of contract to ensure account process deliverables (i.e. engagement, reporting, invoicing, etc.) and KPIs are met
• In partnership with Customer Success Manager, train all client and LHH representatives in the commercial obligations of the contract (Roll-Out)
• Develop credibility & maintain professional relationships with key internal and external clients and account stakeholders
• Ensure all deliverables and tasks are completed (on time, on budget, accurately and with high quality) utilizing defines best practices and current LHH sales marketing requirements
• Effectively partner and direct account team members and shred services in a matrix reporting structure
• Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract
• Partner with the Account Management Lead and Sales Leaders to plan and prepare for client partner reviews
• Proactively seek out ways to maximize engagement and process efficiencies
• Develop, foster and maintain client relationships to ensure account retention
• Remain current on LHH solutions

Requirements:

• 5 years' account management experience in related fields (Consulting, OD, Talent, Change Management, etc.)
• Undergraduate degree required
• Exhibits professional presence in communication, credibility, confidence, and image
• Proven Event/Project Management experience
• Experience working with mid-senior management level clients
• Experience managing international accounts or projects
• Highly proficient in computer/data skills including Word, Excel, PPT, Outlook, and Salesforce
• Willingness to travel
• Platform presentation experience a plus
• Proficiency in a language other than English is a plus