Customer Success Specialist

Sheffield, England, United Kingdom

An exciting opportunity to join a well-established and globally recognised organisation with offices in the City of London and Sheffield as a Customer Success Specialist.

Guildhawk is an energetic and vibrant tech-powered language firm looking for an equally energetic individual who is keen to build a career in the language services sector.

As the Customer Success Specialist, you will play a pivotal role in commercialising our R&D activities and results, attracting revenue and funding to support further innovation, scoping client requirements and providing solutions, as well as ensuring seamless delivery of our services and products. This role involves a combination of leadership, strategic and creative thinking, and hands-on project and account management to drive customer success initiatives.

Key functions of the position:

Managing a portfolio of client facing products and internal R&D projects, including commercialisation strategies, cost planning and liaison with external and internal stakeholders

Overseeing the Tech team capacity, resourcing and workload allocation to ensure optimal utilisation and project/product success

Working alongside the Tech team to plan and prioritise product development in line with business objectives

Ensuring product specifications and user stories are clearly understood by relevant teams

Developing and implementing strategies to assess products usage and ensure our products meet stakeholders’ needs

Conducting regular check-ins with stakeholders to gather feedback and identify opportunities for improvement

Participating in preparing applications for R&D funding opportunities

Scoping and creating solutions (including pricing) to address client requirements and needs - projects our team works on range from straightforward translation requests to multifaceted solutions that incorporate tech elements – the focus of this role will be to identify opportunities when clients’ requirements can be met utilising tech powered solutions and R&D initiatives

Preparation of quotations/commercial proposals/tenders that meet both client expectations and company margin targets

Effective internal and external stakeholder relationship building and follow-up of assigned quotations, ensuring company conversion target is met

Acting as a key point of contact for internal and external stakeholders, addressing their project-related inquiries and concerns

Dealing with enquiries, issues and complaints in line with company policy

Staying informed about industry trends and best practices to guide the team in delivering exceptional customer service

Collaborating with Tech and Project teams to ensure successful project delivery, meeting quality standards and deadlines

Collaborating with the Sales and Business Development teams to identify opportunities for upselling or cross-selling additional services to existing clients

Providing accurate financial reporting and projections on client spend

Identifying and managing risks, taking appropriate preventative measures

Employing exemplary attention to detail, quality assurance and solution focus to ensure all projects are delivered fit for purpose

Preparing documentation and reporting for innovation activities

Driving continuous improvement initiatives, implementing best practices for a broader adoption of technology across the company, and providing commercial insights to Tech team

Conducting regular knowledge-sharing sessions to ensure the team stays updated on industry trends and best practices

As the successful candidate, you will need to be a proactive member of the team, relish a challenging and fast-paced environment and be seeking to actively contribute to an ambitious growth strategy.

Skills, Knowledge and Experience required

At least 3 years’ experience as a project manager with a track record of managing complex multi-stage projects

Proven experience in a role that encompassed scrum and product management

Proven experience in a role that encompassed customer success or account management responsibilities

Proven experience fostering a positive and collaborative team environment focused on achieving and exceeding customer satisfaction and project delivery goals

Key team KPIs and objectives monitoring

Methodical, accurate and highly organized

Exceptional attention to detail

Ability to work under pressure through effective multi-tasking

Ability to manage own workload and set priorities correctly

Effective and confident communicator

Creative problem solver

Demonstrable ability in relationship building

Experience of working in a client-facing environment

What We Offer

Hybrid Remote First working environment

You can be based either in London or Sheffield areas

Development plan tailored to your needs to help you achieve long-term career goals

Friendly and supportive team

Internal training to bring you up to speed on Guildhawk's products and services, as well as ISO certified information security and quality management processes

Innovation and lead generation bonus schemes