Richard Gossage
Global Customer Success Manager @LHH
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WORK HISTORY
Global Customer Success Manager @LHH
London, GB
Serve as the Customer Success Account Management Leader on multiple, highly complex, global accounts concurrently- Develop credibility & maintain professional relationships with key internal and external executives and account stakeholders- Ensure all deliverables and tasks are completed (on time, on budget, accurately and with high quality) utilizing defined best practices and current LHH sales and marketing requirements- Serve as subject matter expert to customers internally and externally in the orchestration of account operations globally across the Global Business Unit- Provide recommendations and information for Customer Success leadership to appropriately allocate account team staffing resources- Effectively manage and direct account team members in a matrix reporting structureAccount Retention & Expansion- Partner with LHH sales leadership to develop and execute the sales strategy for each account assignment- Proactively plan and prepare for customer partner reviews, compiling account reporting across the Global Business Unit including PPT presentation and data analysis to provide data insights and trends- Develop, foster and maintain client relationships to ensure account retentionAccount Implementation and Management- Plan and lead the implementation of multiple, highly complex global accounts, global implementation assignments, and global event management assignments in all LHH solution offerings in accordance to the global contract- Provide management of ongoing account operations and orchestration of all deliverables during the life of the contract, leveraging points of contact within LHH verticals- Collaborate with other leaders to develop sales strategy to maximize commercial upside of contract- Creation of SOW and review of contract account process deliverables (ie engagement, reporting, invoicing, etc.) and KPIs
EDUCATION
Milton Keynes College
Sociology
Milton Keynes College Group
Financial Services , Finance, General
Lean 6 Sigma
Lean Six Sigma Black Belt , Operations Management and Supervision
SKILLS
ABOUT RICHARD GOSSAGE
With over 10 years of experience in global customer success and account management, my mission is to drive client satisfaction and operational excellence. At LHH, my focus revolves around forging strong executive relationships, delivering high-quality solutions, and ensuring customer success. My intercultural skills and analytical prowess enable me to align my efforts with the diverse cultures and strategic goals of the organisation, contributing to a global narrative of success.In my current role at LHH, I lead the account management for highly complex, global accounts, establishing credibility with top-tier executives and stakeholders. I am responsible for ensuring deliverables meet the highest standards in terms of timeliness, budget, accuracy, and quality. My expertise in customer success is instrumental in the strategic allocation of account team staffing, and I continuously seek to optimize operations through clear analytics and lean principles, driving both efficiency and profitability.
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