Account Services Manager Customer Success - French speaker

Account Services Manager Customer Success - French speaker

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:

• Reports to the Account Services Lead DACH

Business Unit / Vertical:

• Business Unit: Sales
• Business Vertical: Leadership Development

Location:

• Remote or hybrid when located close a local office
• Residence in Switzerland, Germany or France

In this role you will overlook the following responsibilites

Account Services

• Service multiple, sometimes complex, accounts concurrently for business vertical Leadership Development
• 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) utilising 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 support 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 support 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. Partner with the account leaders to plan and prepare for client partner reviews, compiling account reporting including PPT presentation.

Account Implementation

• Plan and support 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 (ie engagement, reporting, invoicing, etc.) and KPIs are met
• Execute operational processes and create required documentation to implement contract effectively
• Execute systems configuration and account setup
• Identify and escalate project changes to ensure decision making and issue resolution
• Point of contact for contract – responsible for account process KPIs and deliverables (ie 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

Success Factors

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)
• Customer satisfaction
• 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

• Several years of professional work history in a customer-oriented environment, preferably in B2B
• More than 2 years professional knowledge in managing complex projects and working together with mid-senior management customers and sales teams
• Platform presentation experience a plus
• Very organized and demonstrated experience documenting/defining project tasks, schedules, and plans
• Very strong detail orientation, ability to track project delivery information. Ability to simplify and communicate themes from a large amount of manual details.
• Prioritization and time management, able to juggle a high volume of small projects with ease
• Comfortable moving forward, being resourceful, and working independently in an environment of high change and ambiguity
• Highly proficient in computer/data skills including Word, Excel, PPT, Outlook
• Fluent English & French essential, German nice to have

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.

www.lhh.com

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