Customer Success Manager

thebigword; Brighton; On-site; GBP 35,000 - 50,000; Full time

Job summary

A prominent translation services company in the UK is seeking a Customer Success Manager to enhance client relationships and drive revenue growth. The ideal candidate will develop account plans for customers, manage long-term relationships, and ensure client satisfaction. Skills required include excellent interpersonal communication, adaptability in dynamic environments, and experience with CRM software. This opportunity offers the chance to work in a high-energy department focused on customer success.

Qualifications

• Experience as an Account Manager or similar role.
• Ability to manage multiple projects simultaneously.
• Strong verbal and written communication skills.

Responsibilities

• Develop and maintain account plans for customers.
• Generate sales among customer accounts.
• Build and manage long-term relationships with customers.
• Forecast and track customer account metrics.

Skills

Interpersonal skills

Adaptability

Client-focused solutions

Negotiation skills

Communication skills

Tools

CRM software

Job description

The Role Unveiled!

As a Customer Success Manager within our Public Sector UK Division, you will play a pivotal role in sculpting relationships, steering revenue growth, and navigating new horizons. In this tight-knit, high-energy department, you'll wield autonomy, contributing directly to our success by engaging with global clients and expanding our reach.

Your Role in Action

• Develop, agree and maintain an account plan for each customer
• Generate sales among customer(s) accounts, including upselling and cross‑selling
• Prospect new buying centres (i.e. entities, divisions, departments and geographies) of existing clients that do not currently spend with thebigword
• Make service delivery calls seeking customer referrals
• Cold call new contacts to generate qualified leads and opportunities
• You will be responsible for building, managing and maintaining long‑term relationships with thebigword customers(s)
• Daily engagement with your customer(s) to build strong relationships and ensure customer satisfaction
• Assist with any RFP/Tender/Proposal
• Build, maintain and develop internal and external relationships with key stakeholders through effective written, verbal and face to face communication
• Operates as the point of contact for assigned customer(s)
• Makes sure customer(s) receive requested products and services in a timely fashion
• Escalates customer(s) needs and demands to appropriate team/manager/department
• Forecasts and tracks customer account metrics
• Manage projects within customer relationships, working to carry out customer goals while meeting TBW goals
• Coordinate with staff members working on the same account to ensure consistent service
• Delivery of training to end users face‑to‑face, webinars, over the phone, video conference as appropriate
• Building strong working relationships across the business to enable delivery of the SLA’s within the contract
• Create and maintain all required CRM records
• Be actively aware of work completed for your customer(s)
• Be knowledgeable about revenue and profitability and report accordingly
• Provide best practice solutions to customers – including workflow reviews to ensure best practice workflows are implemented which are efficient and add value

The Perfect Match: Your Skills & Talents

Essential

• Strong influencer with excellent interpersonal skills.
• Adaptable and experienced in dynamic, changing environments.
• Proficient in communicating, presenting, and influencing key stakeholders at all levels.
• Target-driven and motivated to achieve goals.
• Experienced in delivering client-focused solutions.
• Proven ability to manage multiple projects simultaneously with keen attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Strong verbal and written communication skills.

Desirable

• Have proven experience as an Account Manager, Key Account Manager, Sales Account Manager, or similar.
• Have experience with CRM software.
• Have industry specific experience.