Assistant Customer Service jobs in United Kingdom

Are you our “TYPE”? Named "One of the Most Innovative Companies in Design'' by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences. Want to learn more about who we are visit us at

Who do we need?

The Client Partner serves as the post-sale relationship owner and strategic delivery partner for Monotype's Creative Type Services offering. This role is critical, taking over from the Global Key Account Director once the contract is signed. While the Global Key Account Director manages contracts and major upsells, the Client Partner drives service delivery excellence, client retention, and organic growth. Acting as the central hub, you orchestrate delivery teams, bridge creative and operational needs, and ensure clients realize measurable value from their Creative Type Services engagement.

• Post-Sale Relationship Ownership
  • Assume primary relationship ownership after Global Key Account Director closes the initial sale
  • Build deep, ongoing partnerships with client creative leaders, brand managers, and operational stakeholders
  • Serve as the main point of contact for service delivery, strategic planning, and partnership development
  • Maintain regular engagement cadence (weekly check-ins, monthly strategic reviews, quarterly QBRs)
  • The Client Partner is responsible for identifying upsell opportunities. The Global Key Account Director is accountable for managing contracts, defining handoffs with client stakeholders, and collaborating on major upsells that require new agreements.
• Creative Program Leadership
  • Coordinate the Core Team: Type Success Manager and Project Manager for seamless delivery
  • Activate Support Team resources as needed: Executive Creative Director, Creative Team, Technical Craft, Operations
  • Translate client creative challenges into actionable project briefs for creative and technical teams
  • Bridge the gap between client creative vision and Monotype's technical / typographic capabilities
  • Ensure integration across operational excellence, creative solutions, and strategic advisory
• Creative Partnership & Engagement
  • Engage with Creative Directors, Brand Managers, and design teams on typographic strategy
  • Evaluate client typographic needs and identify opportunities for creative services and custom solutions
  • Communicate the creative and business impact of typography decisions and recommendations
  • Partner with Executive Creative Director to deliver strategic typography counsel and executive briefings
  • Facilitate collaboration between client creative stakeholders and Monotype's Senior Creative Type Consultants
• Service Value & Growth Management
  • Ensure clients realize measurable value across the five service pillars (Type Systems, Intelligence, Activation, Innovation, Vision)
  • Identify opportunities to deepen engagement and expand service adoption within existing scope
  • Recognize natural expansion opportunities (additional brands, regions, or service enhancements)
  • Track and report on key performance indicators, success metrics, and client outcomes
  • Drive contract renewals through demonstrated value delivery and strategic partnership development

• Client retention and renewal rates for assigned accounts
• Service adoption across the five typography service pillars
• Organic revenue growth through expanded creative service usage
• Successful coordination of cross-functional delivery (creative, technical, operational)
• Achievement of client-defined success metrics and creative KPIs
• Engagement health and leading indicators such as improved NPS, growth in stakeholder advocacy, and increased design team engagement / adoption

• Proven experience in customer success, account management, or client services within creative or brand-led environments
• Strong track record of managing complex client relationships and driving retention
• Experience leading and coordinating cross-functional creative and operational teams
• Background in creative services, brand management, agency operations, or related fields (strongly preferred)
• Ideally, a strong foundation in creative and typographic principles to engage credibly with client creative teams
• Ability to understand and articulate how typography impacts brand strategy and business outcomes
• Capability to evaluate typographic strategies and identify opportunities for Monotype's creative services
• Comfortable discussing design direction, font pairing, brand identity, and creative execution
• Familiarity with design tools and creative workflows (Adobe Creative Cloud, Figma, etc.)
• Ability to translate between creative language and business value propositions
• Skilled at facilitating collaboration between client creative teams and Monotype specialists
• Bridge-builder between creative vision and technical / operational execution
• Comfortable presenting to both creative leadership and C-suite executives
• Self-driven with strong ownership mentality for client outcomes
• Proactive in identifying creative opportunities and addressing challenges before escalation
• Balanced perspective appreciating both creative excellence and business objectives

• Hybrid work arrangements and competitive paid time off programs.
• Comprehensive commercial medical insurance coverage to meet all your healthcare needs.
• Competitive compensation with corporate bonus program & uncapped commission for quota-carrying Sales
• A creative, innovative, and global working environment in the creative and software technology industry
• Highly engaged Events Committee to keep work enjoyable.
• Reward & Recognition Programs (including President's Club for all functions)
• Professional onboarding program, including robust targeted training for Sales function
• Development and advancement opportunities (high internal mobility across organization)
• Great pension scheme to save for your future, and so much more!

#LI-DNI

Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.