Job Description

Customer Success Manager

Customer Success (CS) is a specialised team within LHH Sales that is responsible for implementing the largest and most complex accounts. Customer Success includes the execution and commercialisation of contracts, plus the management of ongoing account operations and orchestration of all deliverables during the life of the contract. Individuals in this role may partner with other Customer Success team members and Sales Leaders on the most complex accounts and may be asked to serve as the lead on less complex accounts. The individual demonstrates a high level of tactical proficiency and account management responsibilities, which means ensuring all day to day account operations and contracted deliverables, are completed on-time, accurately and to the highest quality.

This is the mid-level contributor role on the Customer Success team and is differentiated from the other Customer Success team levels by the size, scope, volume and strategic nature of the accounts/projects with which this professional is entrusted.

Reporting Relationships

• Reports toCustomer Success Lead

Direct Reports:

• This position has no Direct Reports

Location

• Sydney or Melbourne

Travel:

• No travel required for role.

Language:

• English, plus another language a plus

In this role you can expect to

Key Accountabilities

Account Management, Retention & Expansion

• Serve as the Customer Success Lead on multiple, relatively complex, local and regional accounts concurrently
• Develop credibility & maintain professional relationships with key internal and external clients and account stakeholders
• Develop, foster and maintain customer relationships to ensure account retention
• Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract
• 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
• Effectively partner and direct account team members and operations in a matrix reporting structure
• Support LHH sales team to help drive the sales strategy for each account assignment
• Proactively seek out ways to expand account through increased engagement, process efficiencies, and relationships
• Utilise key metrics to identify areas of weakness on assigned accounts and lead efforts to remedy
• Proactively plan and prepare for client partner reviews, compiling account reporting including PPT presentation and partner with Sales Driver to conduct data analysis and provide data insights and trends
• Utilise key metrics to identify ways to recognize and capitalize on opportunities within assigned accounts
• Remain current on LHH solutions offerings (CT, Leadership Development, Employee Engagement, and Change Management)
• Deliver client presentations, integrating newly released LHH products and services
• Participate in all aspects of LHH regional sales community (training, systems, processes)

Tactical Account Operation

• When required, provide tactical account operation support for local and regional accounts
• Highly complex group event coordination for Career Transition & Talent Development assignments
• Interface with customer representative for planning logistics and obtaining required information
• End-to-end logistical coordination of group events
• Oversee and advise systems configuration and account setup
• Manage candidate records – Orbit record updating and management, Orbit messaging, billing requirements and edits, prepare/approve final consolidated customer invoicing

Account Implementation

• Plan and lead the implementation of multiple, standard accounts, local/regional implementation assignments, and local/regional event management assignments in all LHH solution offerings in accordance to the local and regional contracts
• Utilize CS best practices for implementing accounts locally/regionally/globally
• Review of contract to ensure account process deliverables (ie engagement, reporting, invoicing, etc.) and KPIs are met
• Define processes and create required documentation to implement contract effectively
• Oversee and advise systems configuration and account setup
• Manage regional contract rollout assignment independently
• Train all customer and LHH representatives in the commercial obligations of the contract as part of the contract rollout
• Comply with the organization’s certified Management Systems including applicable responsibilities for Quality, Information Security, and Health & Safety.

All About You

• 5-10 years regional account management experience in related field (Consulting, OD, Talent, Change Management, etc.)
• Undergrad required, post graduate degree strongly desired
• Proven Event/Project Management experience
• Exhibits executive presence in; communication, credibility, confidence, and professional image
• Experience managing regional accounts or projects
• Consultative sales experience a plus
• Experience working with senior management to VP level clients
• Platform presentation experience
• Highly proficient in computer/data skills including Word, Excel, PPT, Outlook
• Willing to work outside normal business hours at times depending upon workload and global/regional needs.
• Proficiency in a language other than English a plus

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives

Contract: Permanent

Contract Type: Full-time

About LHH

LHH empowers professionals and organizations to achieve bold ambitions and secure lasting impact through unique advisory services and talent sources.

Our full suite of offerings connects solutions that are traditionally siloed, making LHH your single talent partner. In a rapidly evolvinglandscape with complex challenges, we create value across the entire professional talent journey. From hiring great people, developing skills, and nurturing leaders, to advancing individuals to the next stage of their careers, LHH make talent your competitive edge.

We believe the future of work lies at the intersection of exceptional human care and innovation. Powered by science, technology, and proprietary data analytics, LHH’s approach is crafted to align with your business strategy and culture, delivering powerful, sustainable, and measurable impact.

LHH has a team of over 12,000 professionals, across 60+ countries and more than 50 years of experience. As part of the Adecco Group, we bring together global excellence, local knowledge, and centralized coordination for thousands of companies and millions of people worldwide.

Recruitment. Development. Career Transition.

LHH. A beautiful working world.

www.lhh.com

LHH is an Equal Opportunity EmployerVeterans/Disabled