Account Services Manager Switzerland – Customer Success, CTM

vor 1 Tag

Bern, Schweiz TN Switzerland Vollzeit

Client: LHH

Location: Hybrid work model, Residence in Switzerland

Job Category: Customer Service

Job Reference: bc707a6d91f8

Job Views: 8

Posted: 21.01.2025

Expiry Date: 07.03.2025

Job Description:

Position: 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:

  • Account Services Lead

Languages:

  • Fluency in English
  • Fluency in German
In this role you can expect to:Account Services
  • Service multiple, sometimes complex, accounts concurrently
  • First point of contact for all operational support needs for both 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 utilizing 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
  • Use reporting and data to identify areas of weakness on assigned accounts and support efforts to remedy, add value to the customer, monitor delivery quality, and partner with account leaders to plan and prepare for client partner reviews.
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 contracts to ensure account process deliverables (e.g., engagement, reporting, invoicing, and KPIs) are met
  • Execute operational processes and create required documentation to implement contracts effectively
  • Execute systems configuration and account setup
  • Point of contact for contracts – responsible for account process KPIs and deliverables (e.g., engagement, reporting, invoicing)
  • Create and maintain all relevant rollout materials; HR Toolkit / LHH Implementation guide / Referral form etc.
  • Train/advise all stakeholders (internal & external) against the rollout requirements
Success Measures
  • Accurate implementation/customer rollout (to current Best Practice standards)
  • Customer satisfaction
  • Completion of QBR / APR (quarterly on annual business / partner reviews)
  • Accurate maintenance of account records
All About You
  • 1-3 years experience in a client facing position within HR-Services, Education, Coaching & Consulting, Professional Services, or related fields
  • Experience working with mid-senior management customers and sales teams
  • Confident presentation in customer pitch situations
  • 1-3 years experience in project management (certificate is an advantage)
  • Proficient in computer/data skills including Word, Excel, PPT, Outlook, SFDC
  • Fluent in English & German
What we offer
  • Growth opportunities within a HR Solutions 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
  • Additional benefits including PTO, Paid Holidays, and more
  • Contract Type: permanent unlimited
About LHH

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 an Equal Opportunity Employer.

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