Lee Hecht Harrison - Account Manager, Client Services - Jacksonville, FL

  • Company: Adecco
  • Location: Jacksonville, Florida
  • Posted: December 16, 2016
  • Reference ID: 2044631477
Overview: The primary responsibilities of the Account Manager, Client Services are the overall Retain-Expand-Convert strategy of LHH to ensure the continuity of our relationship with clients and in building strong business partnerships; ensures clients receive industry-leading customer service and are regularly made aware of relevant LHH capabilities; informs the sales team of client needs, gaps in services or delivery, and opportunities for enhanced client satisfaction and LHH expansion.

Responsibilities: Key Accountabilities
  • Provide effective and proactive 1st-level service to clients to retain and expand account relationships
  • Provide effective and proactive 1st-level support to sales drivers to assist them in converting new business, increasing market share, and achieving territory and regional sales goals, ultimately allowing the sales team more time to prospect and sell
  • Effectively manage operational and delivery functions directly impacting Sales/Marketing efforts
Territory Management & Sales Support
  • Orbit opportunity and referral template entry (enter new contracts and extend existing contracts and programs)
  • Create referrals on an accurate and timely basis for immediate engagement
  • Manage information flow between sales and delivery (bridge from sales to delivery); work closely with LHH Project Manager(s) to ensure projects are successfully completed and troubleshoot as needed
  • Manage information flow between sales and engagement (bridge from sales to engagement)
  • Maximize engagement, smooth billing flow, and minimize "surprises" or interruptions in the business cycle
  • Develop a complete understanding of contract and project requirements to ensure ease of implementation and billing
  • Ensure information in SFDC and Orbit are up-to-date and accurate
  • Utilize SFDC and Orbit to produce reports ensuring sales drivers are aware of all contract expirations at least 6 months in advance of end date
  • Serve as primary POC, or as back-up, to sales drivers as assigned in specific accounts
  • Help sales drivers manage their largest accounts (reporting, billing issues, managing new clients, etc.)
  • Lead production and delivery of all client reporting needs utilizing existing tools (e.g., Orbit, Reporting Server)
  • Set up CRC's and present them to clients; work with sales and operations as needed to tailor according to client needs
  • Ensure all clients have current and accurate CT program description
  • Cultivate and strengthen client/customer relationships
  • Serve as the conduit between clients and LHH
  • Support business development efforts targeted at increasing market share and expanding the pipeline (e.g., marketing events, sales presentations, collecting market intelligence)
  • Participate as appropriate in partner reviews, and sales presentations to key prospects and established customers
  • Develop and present sales and client-facing materials and collateral as appropriate (e.g., proposals, presentations, Annual and Quarterly Partner Reviews); ensure all APRs and QBRs are scheduled accordingly for all top accounts
  • Partner with sales drivers to research local markets for sales opportunities / accounts / contacts to target and develop by utilizing available resources (e.g., via OneSource and LinkedIn)
  • Collaborate with sales drivers to establish systems to provide market information, trends, companies entering and exiting the market area, etc.
  • Collaborate with sales drivers on ways to break into prospect accounts or to expand into existing accounts; identify ways to use tools and methods (e.g., social media, LHH alumni lists) to create lead generation activity that lead to meetings and interactions with prospects and contacts
  • Serve as main POC for all CRN and CRC requests, demos, and issues
  • Stay well-versed in and be able to explain and articulate LHH technology and innovations
Candidate Support
  • Ensure all candidates are supported and have access to LHH services as appropriate (CIE, Resume Reserve, Jump Start)
  • Follow up with clients to confirm service requests and resolve any questions / issues; ensure sales drivers are made aware of any activity
  • Work with delivery teams as needed to support candidates at all levels, including ICEO when requested
  • In concert with sales drivers, increase awareness of LHH services through the development of marketing events; this includes webinars, dissemination of appropriate marketing information via SFDC, and proactively liaising with corporate marketing and company peers to stay abreast of all marketing opportunities
  • Increase local awareness of LHH services through marketing - Blog, email blasts and/or marketing events as per the regional / territory marketing plans
  • Partner with local offices to plan, coordinate and execute onsite and virtual marketing events
  • Evaluate and report on success of events, and track outcomes (e.g., sales lead generation)
  • Liaison with finance monthly to ensure customers do not have outstanding balances past account terms
  • Make appropriate changes in ORBIT
  • Partner with clients to insure invoices have the required information for processing and are being sent to designated person
  • Write to customers for approval to apply cash, credits or other relevant payments
  • Ensure NRTB and RTB billings are resolved each month
  • Troubleshoot and provide problem resolution as needed

Qualifications: Required Experience/Characteristics
  • Bachelor's degree and/or relevant educational certifications or technical training
  • High level of proficiency in MS Office Suite
  • Strong project management skills and ability to multi-task
  • Excellent presentation skills
  • Professional interpersonal, written and oral communication skills
  • Technological resourcefulness and intuitiveness (e.g. conducting efficient research, independently mastering new technology and tools, etc.)
  • Knowledgeable of marketing/sales messaging principles
  • Ability to problem solve independently and quickly
  • Time and Priority Management in a high pressure, deadline driven, virtual environment
  • Ability to influence others without direct authority
  • Ability to follow processes and ensure quality to a very detailed level
  • WillinAgness to travel occasionally

Adecco Group North America through an impressive portfolio of staffing industry leading brands, including Accounting Principals, Adecco Staffing, Ajilon, Beeline, Entegee, Lee Hecht Harrison, Modis, Paladin, Parker+Lynch, Pontoon, Special Counsel and Soliant is the world's leading provider of Human Resources solutions.

We are the workforce experts delivering staffing and career service solutions to organizations and individuals across all industries. Collectively we harness the power of some of the greatest talent in the world. That talent and expertise allows us to do business globally and act locally with deep knowledge in niche areas.

Every day, we have more than 100,000 associates on assignment, 30,000 colleagues working internally to support more than 10,000 clients in the United States and Canada. Ensuring our business units are prepared to deliver outstanding service to our associates and clients, the Adecco Group North America team provides a strong infrastructure through our corporate and shared services team.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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