Customer Success Manager Job at LHH (London)

Job Description

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in class service to EZRA's valued customers. This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.

Job Responsibility

Delivery life-cycle client management
Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
Key point of contact for all program and delivery related questions for program sponsors across client organizations
Develop and build strong relationships with key client stakeholders
Partner with Sales to support the broader account growth strategy through program delivery
Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
Reporting and insights
Work in collaboration with Sales and rest of the account team to understand each clients' needs and priorities to optimize the reporting provided
Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Revenue management, systems and invoicing
Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
Contribute to the regional team’s revenue recognition targets
Ensure data hygiene related to revenue forecasting activities
Daily use of project management tool to ensure accurate and timely implementation of all programs
Build out of online intake form data capturing mandatory data ahead of launch
Coordinate billing instructions for finance to execute invoices
Keep accurate tracking of where clients’ spend is against prepay balances

Requirements

3+ years of Customer Success or related corporate experience
Experienced project manager with proven experience in a customer success role
Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
Critical thinking skills: ability to problem solve independently and quickly
Confident, accurate and clear communicator
Self-starter able to operate in a high pressure, deadline driven, virtual environment
Ability to influence others without direct authority and, at times, challenge the status-quo
Proficiency in MS Office Suite
Knowledgeable of marketing/sales messaging principles
Passionate about clients and participants needs

What we offer

Your Own World-class coach to help you grow personally and professionally
Coaching for Friends and family
Charity Days to support the causes close to your heart
Learning Budget to fuel your curiosity
Weekly Wellbeing Hour just for you
Regional benefits flex to fit your location and lifestyle
A welcoming place to do your best work

LHH - All Job Offers

Select Country

Customer Success Manager

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?