Customer Success Manager
| Posting date: | 28 August 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Up to £30,000 per annum, Hybrid Working at our Amazing Leeds Office, & Great Perks! |
| Hours: | Full time |
| Closing date: | 27 September 2025 |
| Location: | LS12 6LL |
| Company: | thebigword |
| Job type: | Permanent |
| Job reference: | 84bfac12632a4e98add9 |
Summary
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.