Client Success Manager

Website thebigword thebigword

thebigword makes the world a smaller place by breaking down language barriers, supporting global trade and helping people access goods, commerce and services in their own languages.
Founded in 1980, we provide the best translation, interpretation, localisation and language technology solutions – handling up to 50,000 worldwide assignments every day. We’re a truly global business with a ‘think global, act local’ approach.
To us, a first class service means meeting every client’s cost, quality and delivery expectations every time. We achieve this through innovative language technology, expert operational teams and a talented team of skilled and professional staff who deliver every single time – and that’s where you come in!

Our US sales department is comprised of a total of five team members based remotely throughout in the US, reporting in to the Vice President of Sales, Americas.
The US sales team is responsible for the management of all revenue activities for accounts in North & South America.

Key Responsibilities:
Aggressively “farm” for new “Ad-on” revenue from a named account book of business.
Manage an on-going pipeline of revenue and activity.
Work with subject matter experts to develop persuasive responses to proposal questions while maintaining compliance with policy.
Be knowledgeable about revenue and profitability and report accordingly.
Build and maintain relationships with clients to understand their needs, culture and decision making process.
Prepare for and attend QBR or other major stakeholder meeting.
Develop, agree and maintain an account plan for each client to achieve sales strategy and targets including marketing and telemarketing campaigns and activity.
Manage the sales pipeline to ensure you achieve annual sales targets.
Proactively develop sales skills and market/business knowledge, apply best practice techniques and tools to maximize your performance.
Achieve budgets, targets, activity levels, as agreed with Vice President of Sales.
Responsible for developing effective relationships with internal departments to meet client needs.
Complete and provide appropriate, timely management reports as required.
Create and maintain all required CRM records.
Develop extensive knowledge of client procurement process, including who the decision-makers are, and develop effective interventions to provide solutions to issues that clients are facing in their localization process.
Understand external business environment, including key competitors, developments in technology, economic/political/social drivers.
Minimum of 5 years experience managing high value accounts in the Language Services industry.
Bachelor’s degree in Marketing, International Studies, or related major.
Strong project management skills with strong attention to detail.
Excellent verbal and written communication skills, including editing and proofreading.
Ability to work independently and as part of a team.
Advanced computer proficiency with Microsoft Office (Word, Excel, PowerPoint).
Experience with document all sales activities within a CRM system.
Time management/prioritization skills.
Negotiation skills.
Problem solving.
Experience of a fast paced, environment, working to tight deadlines.
Financial awareness/budget management
Industry specific experience
Experience in a corporate environment
Cross and up-selling skills
Conforms to and acts at all times in accordance with Company policies and procedures in relation to Health and Safety, rules and regulations, standards including ISO 9001, ISO 27001 and ISO 14001, equal opportunities and training and development.
Performs other such duties from time to time as may reasonably be required.

What you can expect from us – at a minimum!
Competitive salary and benefits package including 401k matching.
Flexible hours and the ability to work from home.
The right training and support to perform, thrive and grow.
The opportunity to work with and learn from a diverse, international team.
A structured, merit-based approach to development and career progression.