We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.
Job ID
4757 Location(s)
Toronto, Canada Business Unit
LHH Department
Gestion de Projet : Delivery
4757 Location(s)
Toronto, Canada Business Unit
LHH Department
Gestion de Projet : Delivery
Enterprise Customer Success Lead, EZRA
Job Role: Enterprise Customer Success Lead
Location: Toronto, Canada (Hybrid - 3 days in office)Who we are:
Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.
At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest.
This mindset applies not only to our clients but is manifested in our own EZRA family. We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.
The Role:
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 Lead reporting directly to the Director, Enterprise Delivery. The focus of this role will be to lead Enterprise Customer Success Managers overseeing post launch customer success deliverables to provide a best-in-class service to EZRAs valued customers. This passionate individual will play a critical role in taking EZRA to the next level of growth. This role will have a number of direct reports.
The Team:
Reporting to the Director, Enterprise Delivery, this role will sit alongside a team of regionally based Customer Success Leads & will be a critical part of EZRA’s Customer Experience & Operations team. This role will work closely with peers across the Enterprise Sales function to ensure cross-functional partnership & support of EZRA’s largest accounts.
What You’ll Do
Team leadership
- Leadership of Customer Success Managers, setting clear OKRs and being accountable for all training and development
- Overall accountability of the customer experience throughout the post-launch customer life cycle ensuring customers are delighted, program milestones are met and reporting insights showcase the impact of coaching
- Conduct regular weekly 1:1 meetings to review program health and verify forecasting projections
- Account allocation to team members as required
- Ensure that processes and systems are effectively utilized, continually reviewed and embedded as best practices across the team
- Regional forecasting ownership to ensure projections are accurate ahead of month end billing
- Drive operational practices to track performance aligned to key delivery metrics at pre and post launch stages (adoption, quality scores, cancellations, session utilization)
- Identify development opportunities for team members and support them through their development
- Recruitment and onboarding of new team members as the team continues to grow
Sales collaboration
- Support and participate in key Enterprise Account proposals and pitches to bring the customer success experience to life for prospective clients
- Support individual EZRA BDs to ensure a consistent understanding in the EZRA program support and user experience
- First line escalation point of contact for Customer Success related issues
- Play a key role in driving new behaviours in how our Enterprise Account Team works with our customers post-launch
- Exec Sponsor to key enterprise accounts within the region
- Escalation point of contact for customers
Delivery and Cross-Functional Collaboration
- Oversee the ongoing management of programs ensuring the ongoing success and impact of programs to support our clients in realizing their coaching ambitions
- Regular connections and ongoing collaboration with the Enterprise Implementation Lead to identify Customer Success Manager (CSM)allocations and ensure handover information is fully collected and executed by CSMs to set ourselves and the customer up for success
- Regular connections and ongoing collaboration with Enterprise Customer Success Leads in other regions to ensure global consistency
- Continual enhancements in Customer Success processes as we introduce new ways of working and respond to client and participant needs
- Work in partnership with the Coaching Solutions Team, Tech Team and where applicable Solutions Team to ensure the ongoing support of programs is meeting client needs
- Regularly review and monitor program deliverables in line with both EZRA and Customer SLAs to meet adoption, engagement and quality metrics.
- Play an active role in the successful launch of our new PSA system driving new behaviours, team adoption and process efficiencies
- Partner with our product team to support our ongoing innovation of roadmap items
Reporting
- Oversee the production of regular reports, Quarterly and Annual Reviews, ensuring the highest quality data and insights are shared with clients, particularly for accounts that don’t have a Solutions Lead allocated
- Ongoing collaboration with EZRA Labs and Customer Portal Teams working on continual enhancements to reporting approaches and capability
- Super-user of EZRA’s Customer Portal to ensure ability to support Customer Success Managers in their day-to-day reporting needs and continue to elevate the team’s capability around reporting
- Support EZRA’s efforts to help bring the science to our reporting and insights capability
What you bring to this role
You have:
- 5+ years of Customer Success or equivalent experience
- 3 years of people leader experience, managing teams larger than 5 direct reports & effectively managing performance & career development
You are:
- Commercially minded and passionate Customer Success leader consistently looking to deliver to a high standard for our clients
- A self-starter that operates proactively in the business
- Decisive, action orientated and comfortable working with ambiguity
- Collaborative, working with other managers and function leads to embrace, drive and implement best practice and continual enhancements
- Able to build exceptional stakeholder relationship both internally and externally, breaking down internal barriers
- Resilient and self-motivated
- Innovative in order to provide solutions to clients’ needs
- Passionate about Customer Success consistently wanting to go above and beyond for our clients and participants
- Flexible and display a “can do” attitude
- Able to comply with office attendance in alignment with the EZRA Global Hybrid Working Policy
What we offer
- Your own world class coach
- Regular team social events
- Flexible working hours
- Contribution to a wellbeing app (think meditation, fitness, sleep!)
- A weekly wellbeing hour and much more!
- Competitive benefit package
- Global leading organization
We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.
Posting date: 15-03-2024
Get to know us
Bringing together the complementary strengths of our various brands, our team unites through a powerful mission – to match the right talent with the right opportunity. We create synergies that meet the Talent needs of our customers wherever they are in their journey delivered in a technology-enabled and human-driven experience. At LHH, you’ll be empowered to deliver on our purpose of future-proofing organizations and careers, enabling workforce transformation.
Join our passionate and success-focused team where we prioritise flexibility, autonomy, and meaningful work. With a supportive team, tailored career paths, and a commitment to wellbeing, you can prepare for any tomorrow with us.
Diversity & Inclusion at LHH
Culture
We are a high-performing and diverse team of people from all over the world, working together to make the future work for everyone. Our culture is shaped by our people, who are the key to our success. It is our people that give us the ability to influence the changing world of work on a global level with solutions that are grounded in the understanding and experience of local contexts. Together we offer exciting career paths to candidates and bring the best talent to our clients. To make this possible, investing in our people, an open culture of communication, and individual opportunities for development are essential to us. There is a world of opportunity out there.
Learn more about LHH
We are the talent solutions business at the Adecco Group, an end-to-end solutions partner, addressing the skills and transformation needs of our customers to drive growth. Our mission is to match the right talent with the right opportunity. Bringing together the complementary strengths of our various brands, we create synergies that meet the needs of our customers wherever they are in their transformation journeys. As a member of the team, you’ll be empowered, inspired and energized to deliver on our purpose to future-proof organizations and careers by building the right capabilities and enabling workforce transformation. We reach high and strive for excellende because we know our work makes a difference.
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Evolve with purpose
10
Being passionate about meaningful work and ready to change the world -
Win together
8
Being able to build relationship through trust, transparency, and collaboration so that together we all succeeed -
Own it
10
Being empowered to make decisions and take accountablility for the results -
Reach high
9
Agile and adaptable - fast mover - ability to anticipate future client and candidates needs -
Make it fun
8
Delivering our purpose, staying energized and inspired, while having fun with colleagues
Traits are on a scale of
0 to
10
Success profile
Are we the right fit for each other? Have a look at the traits we're looking for.
Rewards
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