Job Description

Job Ref:

THE1043

Branch:

thebigword UK - Interpreting

Location:

thebigword

Salary/Benefits:

Up to 30,000 per annum, Hybrid Working at our Amazing Leeds Office, Great Perks!

Contract type:

Permanent

Hours:

Full Time

Hours per week:

37.5

Posted date:

28/08/2025

Closing date:

30/09/2025

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 customer(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.

Perks That Make You Smile!

See all of our amazing perks, here: https://careers.thebigword.com/pages/perks-uk

We are eradicating the final barrier of global communication!

At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We're proud that our services support thousands of people every single day, from those using the National Health Service to global brands across the world such as google, Honda, and Unilever.

Joining our team is not just a career, it's being part of something much bigger!

Equal Opportunities:

At thebigword, we prioritise the physical and mental health of our global teams. We are a Level 3 Disability Confident Leader, have signed the Menopause Workplace Pledge, and are proud to have signed the Mental Health at Work Commitment. Should you require reasonable adjustments for your interview or subsequent employment, please notify our team. Our mission is to welcome everyone and create inclusive teams, celebrating differences and encouraging everyone to join us and be themselves at work. To find out more about our dedication to Equality, Diversity Inclusion, and our EDI Committee, click here: https://careers.thebigword.com/pages/our-commitment