Job Description

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About The Role

Word360 are a tech-enabled language company that deliver solutions that allow our clients to communicate in any language at any time. Our multi-award winning business focuses on supporting the health and social care markets and other regulated industries from the NHS, local authorities and large enterprise.

Reports to

Senior Client Account Manager

Main Purpose of Job

We are looking for a leading individual who has a real talent for problem solving, delivering excellence and communication. At Word360, the Client Account Manager will be supporting our clients to maximise the benefits of using our services that help people to communicate in any language through our interpreting, translation and technology solutions. As we step into a new phase of growth with new products and services, they will be integral in onboarding, upskilling and educating our clients to make the most of our products and services.

Responsibilities and Duties

Drive the post-sale experience to ensure successful account setup, implementation, training, adoption, and ongoing account review and modification; Build meaningful long-term relationships with existing customers ensuring they maximise our service offering throughout the entire customer lifecycle; Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs; Collaborate closely with various cross-functional teams including but not limited to, Interpreting and Translation teams, Sales, Product, Customer Service, and Marketing. Understand the customer's contract and SLAs; Proactively identify concerns or issues before they arise; Provide training and onboarding support whenever necessary; Develop support materials from templates as required by the clients Escalate any issues through the appropriate internal channels and follow up relentlessly to deliver the best outcome for the client

Skills and Attributes Required

Experience in customer-facing roles (e.g. sales, customer service) Experience and demonstration of providing innovative solutions to client's requirements. Experience of implementing large contracts across multiple sites (e.g.NHS, local authorities, large enterprise) Ideally of using CRM and productivity tools like Hubspot and Monday The ability to plan, prioritise and organise workload, consistently working within service standards and agreed objectives. The ability to communicate technical issues clearly in person, on the telephone and in written documents. Strong customer focus and the ability to manage client expectations A professional approach to team and client relationships A track record of delivering against sales targets Good sales, interpersonal and analytical skills. Emotional resilience under pressure. Good critical thinking and problem-solving ability. Good written and oral communication skills. Works well to deadlines and under pressure. A positive attitude with the drive and work ethic to meet targets. Exceptional communication and interpersonal skills - you must really enjoy engaging with others on a regular basis The drive and ability to work on your own initiative and as part of a team. Excellent communication and presentation skills, both written and oral

Benefits

Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday. Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days. Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel. Employee Recognition: Celebrate achievements with our employee awards and development programs. Health and Wellness: Benefit from health insurance, free gym memberships, free cinema tickets, and more. Career Growth: Your efforts drive your success. With our ambitious growth plans, you'll continually expand your expertise and opportunities. Cycle to Work Scheme: Join the cycling revolution with our support. Pension Scheme: Secure your future with our workplace pension plan. Paid Sick Leave: Rest assured with paid time off during illness. Social Events: Engage with colleagues and innovate through business-wide social events.

Diversity, Inclusion and Wellbeing

Diversity, inclusion and wellbeing is an important part of

Word360

's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.

Additional Information

If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.###

About Us

Word360

is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.