At a Glance
- Tasks: Manage multi-lingual projects and act as primary contact for key accounts.
- Company: Guildhawk focuses on customer success in the language services sector.
- Benefits: Enjoy a hybrid remote-first environment and a tailored development plan.
- Other info: Proficiency with CAT tools, ideally memoQ, is essential.
- Why this job: Shape customer success strategy while driving commercial growth.
- Qualifications: Requires 3+ years in project management or customer success in language services.
The predicted salary is between 60000 - 75000 £ per year.
Join Guildhawk as a Senior Client Success Manager with a strong client-facing, customer success focus. This role is ideal for someone who thrives on building relationships, leading client accounts, and driving commercial growth through exceptional service. You will oversee complex, multi-stage projects, act as a key point of contact for high-value clients, and play a pivotal role in shaping our customer success strategy.
Key Responsibilities
- End-to-end management of multi-lingual, multi-stage projects, including tech, digital, and multimedia solutions
- Act as the primary client contact for key accounts, leading regular meetings, reviews, and solution scoping
- Build and maintain strong client relationships, identifying opportunities for upselling and cross-selling
- Proactively resolve client issues, manage escalations, and ensure high levels of client satisfaction
- Prepare quotations, commercial proposals, and tenders, ensuring alignment with margin targets
- Oversee project delivery, ensuring quality, timeliness, and client expectations are met
- Lead client onboarding, training, and ongoing engagement initiatives
- Collaborate with internal teams (PM, Tech, Sales) to deliver seamless solutions
- Support the adoption of AI and technology-led solutions for clients
- Maintain detailed project records and ensure compliance with company processes
Skills, Knowledge & Experience
- Minimum 3 years’ experience in project management or customer success within the language services sector
- Proven track record in client-facing roles, account management, or customer success
- Strong commercial awareness and ability to drive client growth
- Excellent communication, relationship-building, and problem-solving skills
- Experience managing complex, multi-stage projects
- Proficient with CAT tools (ideally memoQ) and technology-led workflows
- Experience with AI/automation in project delivery is an advantage
What We Offer
- Hybrid Remote First working environment
- London or Sheffield base
- Development plan tailored to your needs
- Friendly and supportive team
- Internal training on Guildhawk products, ISO-certified processes
- Competitive salary with progression after probation
Senior Solutions Manager in London employer: Guildhawk
Guildhawk offers a hybrid remote-first working environment based in London or Sheffield. The team is friendly and supportive, providing internal training on ISO-certified processes and products. Employees benefit from a competitive salary with opportunities for progression after probation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Solutions Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Guildhawk. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Guildhawk before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Solutions Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Guildhawk:Your cover letter is your chance to shine! Tell us why you want to work at Guildhawk specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Guildhawk!
How to prepare for a job interview at Guildhawk
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
