What are the responsibilities and job description for the Customer Success Manager- CT&M position at Lee Hecht Harrison?

Description

Position at LHH (Global)

Customer Success Manager - CT&M

Position Overview : The Customer Success Manager (CSM) is a customer-facing role within the Customer Success organization. The CSM ensures all agreed deliverables during the contract life are met on time and to the highest quality. This role supports the Career Development & Mobility (CD&M) team within the Career Transition & Mobility organization, working closely with Project Management, Solution Consultants, Delivery, Resourcing, and the Operations and Finance teams.

Reporting Relationships :

Reports to the Customer Success Director
No direct reports

Major Responsibilities :

Service multiple, sometimes complex, accounts concurrently

Act as the first point of contact for all operational support needs for both external and internal stakeholders

Develop and maintain professional relationships with key internal and external clients and account stakeholders

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, utilizing defined best practices and current LHH sales and marketing requirements

Manage and drive communications cadence with customer / internal stakeholders

Partner with and direct account team members in a matrix reporting structure

Use reporting and data to identify areas of weakness on assigned accounts, add value to the customer, and monitor delivery quality

Partner with account leaders to plan and prepare for client partner reviews, compiling account reporting including CD&M PowerPoint presentations

Oversee key client coaching cohorts to track utilization

Continuously update and manage the CD&M forecasting spreadsheet

Account Implementation :

Manage contract rollout using clear and effective communication and best practice templates

Review contracts to ensure account process deliverables (e.g., engagement, reporting, invoicing) and KPIs are met

Execute operational processes and create necessary documentation to implement contracts effectively

Create and maintain all relevant rollout materials (Utilization Toolkit, Referral form, etc.)

Other Responsibilities :

Collaborate with the CD&M to ensure smooth project execution

Attend customer calls with clients and present reporting metrics and results as requested

Create Orbit Matrix / Template for CD&M projects following the receipt of executed contracts

Manage prepays, invoicing, and billable expenses

Request and update client reports on a weekly, monthly, and ad hoc basis

Coordinate and send surveys / evaluations for all coaching and facilitation engagements

Act as a back-up to the CD&M Project Manager on an as needed basis

Required Experience / Characteristics :

1-3 years of relevant experience

History of working with mid-senior management customers and sales teams

Highly proficient in computer / data skills including Word, Excel, PPT, and Outlook

Skills for Success :

Excellent communication skills

Efficient follow-through

Highly detail-oriented

Excellent presentation skills

Ability to multi-task and adapt to changing priorities

Ability to build relationships across departments

Resourceful in finding solutions and not afraid to ask for help

Creative solutioning and outside-the-box thinking

Forward-thinking to manage risk

This role is ideal for someone who thrives in a dynamic environment and enjoys taking on diverse responsibilities. If you are detail-oriented, adaptable, and have a knack for building relationships, we encourage you to apply!

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.

Comprehensive benefits package including health, PTO, Paid Holidays

Range $65,000 Minimum - $75,000 Maximum plus bonus.

Placement within this range is determined based on geographic location, experience, and other compensatory factors. 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 / Veterans / Disabled. For additional information on our Diversity and Inclusion policy, please consult the following link :

Salary : $75,000

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