Overview

Head of Customer Success EMEA -LHH Learning and Development

Customer Success is a highly specialized team within Lee Hecht Harrison responsible for managing all of the Firm’s accounts, from the largest and most complex global accounts to small local accounts. The primary responsibility of this role is to lead the EMEA Customer Success region for Account Services and Project Management teams for LHH Learning and Development (L&D). Customer Success provides account level services and project management services that build and support the expansion of customer relationships, simplify the complexity of delivering contracted L&D services, and ensure a high-quality and engaging experience for clients. This role will also guide the account services center of excellence (COE) and is responsible for the consistency, standardization, and enablement of account services globally. The ideal candidate will be motivated and passionate about leading and developing teams, have a strong customer, revenue, and operational focus, proactively collaborate with a wide range of stakeholders, and want to work within a high-growth business to mature the Customer Success function.

Reporting Relationships:

  • Reports to the Global Head of Customer Success L&D

Direct Reports:

  • Yes

In this role you can expect to

Develop and Build Team

  • Staff and manage team members to meet the business needs including securing headcount/budget, hiring, onboarding, mentorship, career development, and performance
  • Set up account services and project management function in EMEA.
  • Coach and develop managers and team leads, develop a strong pipeline of future leaders and ensure an engaged and skilled function
  • Coaching and develop account services, project management, and customer-facing skills for multiple levels

Manage quality, consistency, and capacity of services

  • Direct to make effective and timely assignments and monitor to ensure customer success
  • Ensure region is utilizing best practices and adhering to LHH processes
  • Manage and mature customer success project management and account services, including collaboration with regional and country leaders to monitor solution delivery and ensure projects are meeting contractual obligations, stakeholder expectations, and internal/external KPIs are within the span of control of customer success
  • Ensure the achievement and reporting of Customer Success KPIs
  • Identify and execute continuous improvement efforts, including COE initiatives assigned from global function
  • Manage EMEA resource capacity and capabilities (resource management)
  • Manage pre-sales services, may include RFP/proposal preparation, pricing, and estimation of PM and ASM services, representing the function in pitch or pre-sales presentations as needed
  • Handle issue escalation from internal stakeholders and customers, with customer focus and a continuous-learning mindset
  • Identify and proactively engage a broad group of cross-functional stakeholders to effectively manage within matrixed organization

Center of Excellence for Customer Success Account Services function

Own the center of excellence (definition, standards, enablement, and continuous improvement) of account services maturity across global organization

  • Build and maintain strong alignment with the global and cluster L&D Customer Success account services and global Customer Success across verticals
  • Implement and manage the L&D account services model including the integration, alignment, and change management
  • Prepare and socialize monthly Customer Success Operational Reports
  • Define and manage processes as needed, collaborate with global business process owners on continuous improvement and feedback loops
  • Mentor and provide support for teams in smaller countries within region to build and mature account services and project management discipline
  • Drive global or regional COE initiatives to further maturity and evolution of the Customer Success Function

Here’s what you’ll need to succeed

  • 10+ years of account management in related field (Talent and Change Management, Leadership Consulting, Organizational Development, Human Resources, etc.) with at least 5 or more of those years in a leadership role with direct reports
  • 5+ years of guiding complex, multi-country or global projects/accounts in a customer-facing role
  • Needs to be able to train others in project management and account services management disciplines.
  • Able to consult on the value of customer success and position services to customers
  • Adept at directing through systems. Able to guide and manage the project management, resource management, and business process management in L&D business
  • Builds effective and engaged teams, with a focus on people-first and development/coaching
  • Strong performance history of managing customer-facing project managers, virtually, across multiple countries
  • Analytical and makes decisions using data, able to design and execute reports and presentations that drive decision making
  • Strong interpersonal, influence, and conflict management skills
  • History of effectively identifying, managing, and engaging stakeholders in a matrixed work environment
  • Comfort with change and ambiguity, effective change leadership skills
  • Willingness to travel globally
  • Outstanding communication and presentation skills.
  • Tech savvy with user experience on internal and external L&D, sales, and PPM technology / tools (e.g., PSA, Salesforce, Clarity, MS Project, PowerAutomate, PowerBI, LMS, HRIS, etc.) Understands SDLC.
  • Intermediate-to-expert use of MS Office Suite, particularly PowerPoint, Excel, and MS Teams/SharePoint
  • University degree or advance degree strongly preferred
  • Written and spoken English fluency is necessary. Fluency in French or German is a highly preferred qualification.

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

About LHH

In an ever-shifting business landscape, you can count on LHH recruiters to help you find your next opportunity and evolve your career path. Our recruiters have placed countless professionals in prominent firms and corporate departments throughout the nation.

Amazing talent who want to work for amazing employers work with us first.