Customer Success Manager

Language Empire, a leading provider of face-to-face interpreting and translation services, is seeking a dynamic and customer-focused Customer Success Manager to join our team. With a focus on delivering exceptional language solutions to public sector organizations throughout the UK, we pride ourselves on our commitment to providing the highest level of customer service in over 500 languages. As the Customer Success Manager, you will play a vital role in ensuring our clients' satisfaction and success.

As the Customer Success Manager at Language Empire, you will be responsible for building and maintaining strong relationships with our clients. You will work closely with them to understand their needs, provide support, and ensure that our services are meeting their expectations. Your responsibilities will include onboarding new clients, proactively identifying opportunities for account growth, and resolving any issues or concerns that arise. Additionally, you will collaborate with cross-functional teams to ensure the smooth delivery of our services and to drive customer satisfaction and loyalty.

What will you be doing?

• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
• Account Growth: Proactively identify opportunities for account growth and work with the sales team to maximize revenue.
• Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our services.
• Customer Support: Provide ongoing support to clients, addressing any issues or concerns that arise and ensuring timely resolution.
• Customer Feedback: Gather feedback from clients and communicate it to relevant teams, ensuring continuous improvement of our services.
• Collaboration: Work closely with cross-functional teams, including sales, operations, and finance, to ensure the smooth delivery of our services and the overall satisfaction of our clients.
• Customer Success Metrics: Define and track key customer success metrics, such as customer satisfaction, retention, and expansion.
• Contract Management: Supporting the business when tendering for new contracts, re-bidding and implementing new contracts.
• Market Knowledge: Stay up-to-date with industry trends and best practices to provide strategic insights and recommendations.

• Bachelor's Degree in Business, Marketing, or related field
• Prior experience in a customer success or account management role, preferably in the language services industry or a related field.
• Strong communication and interpersonal skills, with the ability to build rapport with clients and stakeholders at all levels.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work collaboratively with cross-functional teams to drive customer success and satisfaction.
• Results-driven mindset with a focus on achieving targets and delivering high-quality service.
• Strong organizational and time management skills to effectively prioritise and manage multiple clients and tasks.
• Proficiency in CRM software and other relevant tools.
• Knowledge of the public sector and procurement processes is desirable.

Become part of our team at Language Empire and you’ll find an inclusive culture which prizes mutual respect, innovation and high performance. Hard work deserves great benefits:

Health and Well-being Support:

• Doctorline: 24/7 telephone access to a practising UK GP.
• Togetherall: A safe online space to get the support you need, in confidence.
• Structured Counselling: Professional mental health support

Information and Assistance:

• 24 Hour Advice Line: Confidential guidance on medical, legal or domestic issues.
• Eldercare Advice: A Telephone Care Advisory Service for support with caring responsibilities.

Discount and Savings:

• Discounts and special offers at hundreds of retailers, restaurants and destinations.
• Savings on Gym membership, health clubs and leisure centres, as well as discounted online subscriptions.

Office perks:

• Free tea and coffee
• Onsite parking for your convenience
• Fresh fruit delivered weekly
• ‘Dress Down’ Fridays
• Quarterly team outings/activities

EMPIRE GROUP is on a mission to revolutionize the translation & interpretation industry. Since, its establishment in 2001, the company has been providing professional interpreters mostly to public sector organizations in the UK. We have been supplying interpreting and translation services locally and nationwide covering 200 core languages and dialects throughout the UK. To date, our 20,000+ strong workforce of face-to-face interpreters speak over 435 languages and dialects as well as rare and exotic languages. Our 1,000+ translators are all UK-based with a cover for over 200 languages which can be translated to and from English. We have robust systems to manage our pool of translators and interpreters across the country.

Our Vision: “To become the UK’s leading provider of translation, interpreting and related services for the public and private sectors.”

Our Mission: “To provide outstanding services that bridge the language barrier while respecting and celebrating cultural diversity.”

We value: PEACE – People -> Ethical Conduct -> Assured Excellence -> Clients -> Equality & Diversity

Language Empire is proud to be a Disability Confident and Real Living Wage accredited Employer!