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 opportunitiesYou 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.
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