Customer Success Manager

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.