Advanced Group

Customer Success Manager, Large Retail Programs(LRP)

Job Locations US-IL-Chicago
Req No.
2021-14659
Category
Accounting/Finance
Type
Regular Full-Time

Overview

Advanced Group leverages over 30 years of expertise in talent acquisition, staffing, and outsourcing solutions to operate the award-winning Advanced Group family of brands, including Advanced Clinical, Advanced Resources, Advanced RPO, and WunderLand Group. Together, with mastery across professional disciplines and global markets, we’re dedicated to make a difference, every day, for our clients, our candidates, each other, and our communities. Advanced Group’s Shared Services team provides corporate services such as Marketing, Human Resources, Finance & Accounting, IT, and Operations to each of our brands. Our employees are the foundation of our energetic and collaborative environment, where constant learning and service to others take top priority. We seek dynamic, hard-working team members who are inspired to work amongst diverse backgrounds and perspectives. From our altruistic mission to outstanding career development opportunities, there’s no better place to grow your career than Advanced Group.

 

The Customer Success Manager – Large Retail Programs (LRP) plays a critical role in ensuring the success of the company’s large retail accounts. The role regularly interfaces and collaborates across Business Units and departments, including Executive Management, Program Directors, Staffing Operations and FinOps, to successfully set up and launch new large retail programs, oversee the order-to-cash process for each account to ensure smooth processing, and drive the analysis of account  success against the company’s FinOps goals on an ongoing basis. As a key partner to Accounting, the Finance Manager and the Program Director, the Customer Success Manager - LRP will ensure day-to-day FinOps account issues are resolved, will initiate actions to prevent issues from occurring in the future and will be a liaison between Program Directors, Staffing Operations and FinOps.

Responsibilities

Pre-Program Launch

  • Leads the company set up process for new large retail accounts and ensure all information required before program launch has been obtained and is housed in appropriate systems.
    • Track and project manage the effort to gather account set up information
    • Ensure accuracy of set up information
    • Accurately transfer the information into the system of record (erecruit)
  • Co-Initiates and leads new client internal kick off meetings with Program Director and all key stakeholders included.
  • Joins kick off meetings with external client representing FinOps.
  • Identifies and records any problems related to pre-customer setup processes and initiates, recommends, or provides solutions to address them in the future.
  • Signs off on completion of company set up or escalates to Program Director, BU Leader and FinOps Leader if information cannot be obtained by go-live.

Post-Program Launch

  • Participates in client-facing activities, alongside the Program Director, representing FinOps as the single point of contact.
  • Provides timely response and remediation on any FinOps related issues identified in client meetings.
  • Ensures all account stakeholders understand program gross/net values and implications.
  • Participates in Primary Placement Audit with account owners and operations.
  • Partners with the Program Director, Finance Manager and Accounting on order-to-cash process issues.
    • Proactively identify issues through audits, data and trend analyses.
    • Project manage the resolution of issues and discrepancies (such as hours and rates, etc.) through effective stakeholder collaboration.
    • Ensure adjustments in erecruit are documented and handled timely.
    • Ensure all audits and control points are occurring for each account.
    • Propose solutions to address ongoing issues.
    • Track and measure the effectiveness of solutions implemented.
  • Addresses all collections issues as first point of contact and follows through to resolution keeping all stakeholders, including Program Director, informed.
  • Partners with Program Director to:
    • Become intimately familiar with the details of account operations per account to allow account owners to drive service and delivery.
    • Facilitate account owner understanding of day-to-day process issues encountered on accounts and status.
    • Forecast PO fund availability vs forecasted work volume and seek timely funding as needed.
    • Ensure tenure and other contractual discounts are applied in a timely way.
    • Prepare for and implement HyperCare for the first 60 days of new accounts.
    • If requested, facilitate training on large retail accounts for new team members.
  • Verifies and follows procedures in the implementation of solutions to track and confirm gaps or loopholes in the process are closed.
  • Acts as an advocate to continuously improve processes so they are aligned with best practices and works with stakeholders to build agreements.
  • Partners with the BU and ERP team to streamline and optimize end-to-end order-to-cash process as part of the new ERP implementation, including identification of leading and lagging metrics.
  • Assists in modification of specific Standard Operating Procedures (SOPs) and User Manuals as needed or requested.
  • Conveys timelines, deliverables, risks, delays and impacts to team members and lead teams as required.

Other responsibilities include:

  • Establishes, fosters, and maintains positive relationships with key decision makers for assigned accounts and FinOps through regular phone and email contact.
  • Monitors erecruit for Account data integrity.

 

Qualifications

  • 7-10 years of overall experience working in professional services or staffing with 3+ years’ minimum experience in customer success, customer service or project management roles
  • Proven process improvement experience
  • Experience with ERP, financial systems, billing and invoicing

Competencies:

  • Thorough understanding of the skills and knowledge relevant to the function. Successful experience in a variety of complex assignments under normal supervision. Able to lead and guide lower-graded personnel.
  • Tailors communication (e.g. content, style, and medium) to diverse audiences. Communicates equally effectively at varied organizational levels. High level of written, presentation, and verbal communication skills.
  • Searches for ways, ideas and mechanisms to add value to the customer. Develops services and options to support ongoing customer relationships. Prioritizes customer issues and addresses them accordingly.
  • Establishes adequate data gathering and analysis policies and procedures. Challenges assumptions and their underlying logic as well as seeks input from multiple sources to gain a clear and comprehensive understanding of an issue.
  • Contributes to change initiatives with enthusiasm and is a supporter of ideas and innovation. Serves as a resource for problems affecting moderate scale projects or systems. Serves as a resource to others.
  • Ensures standardization is applied to all processes- creating, developing, improving, and complying with standards. Proactively identifies process improvement opportunities while taking industry trends and best practices into consideration.
  • Understands the needs of others. Adapts style to work effectively with partners, building consensus, trust and respect. Enjoys a genuine collaborative relationship with customers.

It is Advanced Group’s practice not to discriminate against any employee or applicant because of sex, race, color, age, national origin, religion, gender identity or expression, sexual orientation or sexual preference, pregnancy or maternity, genetic information, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.


This practice applies to all terms and conditions of employment including, but not limited to, hiring, training, compensation, benefits, promotions, transfers, layoff, Company-sponsored education, social and recreational programs, and treatment on the job.  If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter so that we can discuss the appropriate alternatives available.

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