Description
Position at LHH (Global)
Account Services Manager – Customer Success, CTM & LD
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.
Reporting Relationships:
1. Account Services Lead
Location:
2. Hybrid work model
3. Residence in Switzerland
Languages:
4. Fluency in English
5. Fluency in German
In this role you can expect to
Account Services
6. Service multiple, sometimes complex, accounts concurrently
7. First point of contact for all operational support needs both for external and internal stakeholders
8. Develop credibility &maintain professional relationshipswith key internal and external clients and accountstakeholders
9. Develop, foster and maintain customer relationships to support account retention
10. 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
11. Proactively use Salesforce to maintain account records, add meetings, customer contracts and contact details
12. Manage and drive communications cadence with customer / internal stakeholders
13. Effectively partner anddirect account team members in a matrix reporting structure
14. Proactively support the retention of the account through process efficiencies and relationship management
15. Effective use of reporting and data to: Identify areas of weakness on assigned accounts and support efforts to remedyAdd value to the customerMonitor delivery qualityPartner with the account leaders to plan and prepare for client partner reviews, compiling account reporting including PPT presentation.
Account Implementation
16. Plan and support the implementation of multiple accounts and event management assignments
17. Manage contract rollout, using clear and effective communication and best practice templates
18. Review of contract to ensure account process deliverables (ieengagement, reporting, invoicing, and KPIs are met
19. Execute operational processes and create required documentation to implement contract effectively
20. Execute systems configuration and account setup
21. Point of contact for contract – responsible for account process KPIs and deliverables (ie engagement, reporting, invoicing,
22. Create and maintain all relevant roll out materials; HR Toolkit / LHH Implementation guide / Referral form etc.
23. Train /advise all stakeholders (internal & external) against the roll out requirements
Success Measures
The success of this role will be measured by various KPIs including but not restricted to:
24. Accurate implementation /customer roll out (to current Best Practice standards)
25. Customer satisfaction
26. Completion of QBR / APR (quarterly on annual business / partner reviews)
27. Accurate maintenance of account records
All About You
28. 1-3 years experience in a client facing position within industries such as such as HR-Services, Education, Coaching & Consulting, Professional Services and related.
29. Experience working with mid-senior management customers and sales teams
30. Confident presentation in customer pitch situations
31. 1-3 years experience in project management (certificate of advantage)
32. Proficient in computer/data skills including Word, Excel, PPT, Outlook, SFDC
33. Fluent in English & German
What we offer
34. Growth opportunities within a HR Solutions global leader
35. We prioritize learning to stay agile in an increasingly competitive business environment
36. We foster an open-minded environment where people spark new ideas and explore alternatives
37. Additional benefits including PTO, Paid Holidays, and more
38. Contract Type: permanent unlimited
About LHH
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.