• All RegionsAll Regions:
    Birmingham
  • Vacancy TypeVacancy Type:
    Permanent
  • Advertising SalarySalary Details:
    Up to £35,000 per annum depending on experience
  • Service:
    Head Office

  • About The Role

  • Job Summary
    We are looking for a leading individual who has a real talent for customer service, problem solving and communication. At Word360, the Client Account Manager will be supporting our clients to maximise the benefits of using our services that help people to communicate in any language through our interpreting, translation and technology solutions. As we step into a new phase of growth with new products and services, they will be integral in onboarding, upskilling and supporting our clients ensuring we exceed our SLAs and KPIs whilst delivering outstanding customer service.
     
    Responsibilities and Duties 
    • Drive the post-sale experience to ensure successful account setup, implementation, training, adoption, and ongoing account review and modification;
    • Build meaningful long-term relationships with new and existing customers ensuring they maximise our service offering throughout the entire customer lifecycle;
    • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs; · Collaborate closely with various cross-functional teams including but not limited to, Interpreting and Translation teams, Sales, Product, Customer Service, and Marketing.
    • Understand the customer’s contract and SLAs to drive service improvement where necessary; · Proactively identify and manage concerns or issues before they arise;
    • Provide training and onboarding support whenever necessary;
    • Develop support materials from templates as required by the client;
    • Escalate any issues through the appropriate internal channels and follow up consistently to deliver the best outcome for the client 
    Skills and Attributes Required 
    • Experience in customer-facing roles (e.g. sales, customer service)
    • Experience and demonstration of providing innovative solutions to client’s requirements.
    • Experience of implementing large contracts across multiple sites (e.g.NHS, local authorities, large enterprise)
    • Experience of using CRM and productivity tools like Hubspot and Monday
    • The ability to plan, prioritise and organise workload, consistently working within service standards and agreed objectives.
    • The ability to communicate technical issues clearly in person, on the telephone and in written documents.
    • Strong customer focus and the ability to manage client expectations 
    • A professional approach to team and client relationships
    • A track record of delivering against sales targets
    • Good sales, interpersonal and analytical skills.
    • Emotional resilience under pressure.
    • Good critical thinking and problem-solving ability.
    • Good written and oral communication skills.
    • Works well to deadlines and under pressure.

    Benefits 

    • Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday.
    • Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days.
    • Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel.
    • Employee Recognition: Celebrate achievements with our employee awards and development programs.
    • Health and Wellness: Benefit from health insurance, free gym memberships, free cinema tickets, and more.
    • Career Growth: Your efforts drive your success. With our ambitious growth plans, you’ll continually expand your expertise and opportunities.
    • Cycle to Work Scheme: Join the cycling revolution with our support.
    • Pension Scheme: Secure your future with our workplace pension plan.
    • Paid Sick Leave: Rest assured with paid time off during illness.
    • Social Events: Engage with colleagues and innovate through business-wide social events.

  • About Us

  • Word360 is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.

Apply

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