Customer Success Project Specialist - Sydney, Australia - Lee Hecht Harrison (Global)

Description

Customer Success
Project Specialist

Customer Success (CS) is a specialized team within LHH APAC Sales that is responsible for implementing the largest and most complex accounts.

Customer Success includes the execution and commercialization 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 CS 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 APAC Customer Success team and is differentiated from the other CS levels by the size, scope, volume and strategic nature of the accounts/projects with which this professional is entrusted.

Reporting Relationship
s:

 Position reports to the APAC Customer Success Leader


Direct Reports:

 This position has no direct reports_, _but is required to manage or direct others in a matrix (account team) structure.


Major Responsibilities**
Account Partnership
 Partners closely with APAC Customer Success & Operations team members on assigned accounts/projects

 Provide tactical account operation support for accounts/projects

 Complex group coordination for Career Transition & Leadership Development assignments

 Expected to manage local accounts and/or projects independently and with assistance from Customer Success team where necessary dependent on size and complexity

 Interface with customer representative for planning logistics and obtaining required information

 Assist with compiling of account/project reporting including PPT presentations 

Attend customer presentations/meetings

 Oversee and advise systems configuration and account setup

 Participate in all aspects of LHH local/regional sales community (training, systems, processes)

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Account Implementation
 Utilize Customer Success best practices for implementing accounts/projects

 Manage local contract rollout assignment independently and with assistance from Customer Success team where necesary

 Define processes and create required documentation to implement contract effectively

 Oversee and advise systems configuration and account/project setup

 Review of contract to ensure account/project process deliverables (ie engagement, delivery, reporting, invoicing, etc.) and KPIs are met

 Train all client and LHH representatives in the commercial obligations of the contract as part of the contract/project rollout


Account Management, Retention & Expansion
 Serve as the Lead on assigned accounts/projects (with assistance from Customer Success team where necessary dependent on size and complexity)

 Develop credibility & maintain professional relationships with key internal and external customer and account stakeholders

 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

 Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract

 Partner with Sales Leaders to plan and prepare for customer partner reviews, compiling account reporting including PPT presentation. Participate in review, with a focus on data analysis, insights and trends

 Ad hoc research/support/data analysis where needed/requested by sales or customer success teams

 Auditing and improving data collection process - identifying gaps in data collection and working on improving process of collection, storage, or scope

 Proactively seek out ways to expand account through increased engagement, process efficiencies, and relationships 

Develop, foster and maintain customer relationships to ensure account retention

 Remain current on LHH solutions offerings (Career Transition & Mobility and Leadership Development)

 Participate in all aspects of LHH local/regional sales community (training, systems, processes)

 Comply with Quality, Health and Safety requirements

 Comply with Group's policies & procedures laid out in various management systems.

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Required Experience/Characteristics
 2-3 years project coordination/event management

 Undergrad required, post graduate degree strongly desired

 Exhibits professional presence in; communication, credibility, confidence, and image

 Experience working with mid-management level customers 

Experience managing accounts or projects

 Demonstrated oral and written communication skills

 Problem solving and analysis skills

 Proficient in computer/data skills including Word, Excel,