Job Title: Customer Success Representative.
Location: UK

About RWS:
RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.
Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).
For further information, please visit: www.rws.com 
 

RWS Division:
Translation Productivity

About The Role:
Reporting to the Sales Director, the Customer Success Representative main responsibilities will concentrate on RWS installed base of customers. The Customer Success Representative is responsible for maintaining client relationships with LSPs and Universities covered by the LSP Team, will assist clients with support process and training needs identifying sales possibilities at existing customers, to expand the market share of RWS. 

Responsibilities: 
Help BDMs manage existing accounts
* Develop and maintain an active relationship with RWS’s existing accounts, 
* Perform demos of the TP products, directly to customers or via webinars
* Will be the main post-sales contact, including licensing & installation support
* Increase product adoption
* Establish best practices for client communication 
* Develop and maintain a high level of customer satisfaction
* Provide help through the support process using email and telephone
* Work with internal groups to triage and resolve customer inquiries
* Provide basic user training for translators when necessary
* Engage actively in social media activities to promote the use of SDL products and make sure that information reaches as many people as possible 
 

Identify opportunities
* Expand market share of RWS through increase penetration of existing customers and ensuring adoption at universities
* Participate in calling campaigns
* Focus on the business side of installed base customers, identifying opportunities for the broader RWS community 
* Monitor product implementation cycle

Requirements:
Qualifications
* University or bachelor’s degree
* At least 1-2 years of relevant experience in customer service or a related field and/or experience in the language service industry
* Salesforce.com experience is not required, but preferred

Performance Criteria / Personal skills
* Excellent verbal and written communication skills in English, other West European languages appreciated but not essential
* Self-motivated and able to work independently, as well as within a team
* Organized, flexible and able to manage multiple projects simultaneously
* Detail oriented and able to report results in a concise format
* Able to plan, organize, and follow job activities in accordance with their importance and respond flexibly and effectively to changes or interruptions
* Must be a skilled communicator with a dynamic and engaging phone presence who excels in questioning, and listening, to determine the prospect’s needs
* Must be able to learn and master software quickly (to be technically minded is essential)
* Must be able to generate well written correspondence to targeted customers
* Focused, polite, and persistent, he/she knows how to learn and derive strength from rejection
* Persuasive, results-orientated and practical, eager to open-up new business opportunities and win business from the competitors
* Self-starter, positive
* Relationship builder, diplomatic, capable of dealing with complex situations

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch  
 
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration. 

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.