Director, Customer Solutions and Onboarding

2 days ago

MT United States Jonckers Full time

ABOUT

Acclaro is the trusted partner to some of the world's biggest brands and fastest-growing global companies. It’s our mission to harness the powerful combination of human expertise and cutting-edge technology, putting brands into the heads, hearts, and hands of people everywhere.

Our AI-powered business management and language platform, WordsOnline, ensures a faster time to market with measurable results. Our global team and community of language, country, and technology experts leverage their knowledge to craft localization strategies that help our customers succeed in any market.

POSITION DESCRIPTION

The Director of Solutions and Onboarding is responsible for leading the department that designs, implements, and manages complex localization solutions for customers with unique or advanced technical requirements. This role plays a crucial part in ensuring the successful integration of new customers into the company’s localization ecosystem, support existing customers as they scale, and driving both operational excellence and customer satisfaction. The ideal candidate will have a deep understanding of localization processes, technical integrations, and project management, with strong leadership skills to guide cross-functional teams.

RESPONSIBILITIES

Department Leadership:

  • Lead and Manage: Oversee the day-to-day operations of the global Solutions and Onboarding Department, ensuring high-quality output and the successful onboarding of complex customers.
  • Team Development: Build, mentor, and develop a high-performing team of solutions architects and engineers, technical onboarding specialists, and AI and MT experts.
  • Strategic Planning: Collaborate with senior leadership to develop the department’s long-term strategy in alignment with company goals, focusing on scalable solutions, customer retention, and revenue growth.
  • Customer Engagement: Serve as a key point of contact for the customer in partnership with Sales and Customer Success Departments. Act as the key bridge between the customer and the internal R&D department. Ensure customer requirements are clearly captured and communicated to R&D department, added to the roadmap, with updates communicated back to the customer.

Solutions Design:

  • Customer Needs Analysis: Engage with key customers to assess and understand their localization needs, technical infrastructure, and business goals.
  • Custom Solution Development: Design innovative, scalable localization solutions, including custom workflows, integrations with customer systems (e.g., CMS, e-commerce platforms), and the implementation of Translation Management Systems (TMS), use of Machine Translation and/or AI, and other tools.
  • Collaboration: Work closely with sales, technology teams, and customer stakeholders during the pre-sales and post-contract phases to ensure technical and operational feasibility of proposed solutions.
  • Technical Architecture: Provide oversight on the architecture of technical integrations, ensuring that solutions are robust, efficient, and future-proof.

Onboarding Management:

  • Complex Customer Onboarding: Oversee the onboarding of high-complexity customers, ensuring seamless integration into the company’s systems and workflows.
  • Pilot Projects: Lead the execution of pilot projects to validate solutions, identify potential issues, and ensure smooth delivery processes.
  • Customer Training: Ensure customers are fully trained on localization platforms, tools, and workflows as part of the onboarding process, offering continuous support during the transition phase.
  • Technical Support: Serve as the escalation point for technical issues that arise during onboarding, working with internal teams to resolve them quickly.

Cross-Functional Collaboration:

  • Internal Alignment: Work closely with the customer delivery teams, sales, and technology teams to ensure alignment on project goals, timelines, and resource requirements.
  • Market our solutions: Collaborate with the marketing team to highlight our solutions, customer case studies, and innovative strategy, ultimately expanding and further marketing our services to new and existing customers.
  • Knowledge Sharing: Facilitate cross-departmental knowledge transfer, ensuring that solutions designed by the department are fully understood and implemented by the delivery teams.
  • Risk Management: Identify and mitigate risks related to technical complexity, resource availability, or customer-specific challenges during the onboarding phase.

Performance & Continuous Improvement:

  • Key Metrics: Establish and track department performance metrics (KPIs), including onboarding efficiency, customer satisfaction, solution scalability, and revenue impact.
  • Process Improvement: Continuously evaluate and improve department workflows, ensuring the delivery of best-in-class solutions and customer onboarding experiences.
  • Customer Feedback: Gather customer feedback post-onboarding to refine solutions and adjust processes for future engagements.

REQUIREMENTS

  • Education:
    • Bachelor’s degree in Localization, Linguistics, Computer Science, Information Systems, or a related field; Master’s Degree preferred.
  • Experience:
    • Minimum of 15 years of experience in localization, technical project management, or solutions architecture, with at least 8 years in a leadership role.
    • 5 years experience leading a globally distributed, remote team.
    • Demonstrated success in managing complex technical localization projects, including integrations with TMS, CMS, or other customer-side systems.
    • Experience working with customers in industries like technology, software, HR, e-commerce, or marketing is a plus.
  • Technical Skills:
    • In-depth knowledge of localization tools and technologies (TMS, MT, CAT tools) and their technical integrations.
    • Experience with API-driven integrations and managing content workflows through automation tools.
    • Familiarity with agile project management methodologies is an advantage.
  • Leadership & Management Skills:
    • Proven ability to lead, manage, and grow a multi-disciplinary, global team in a high-pressure, fast-paced environment.
    • Strong stakeholder management skills with the ability to engage customers, internal teams, and senior management effectively.
    • Excellent communication, problem-solving, and organizational skills.
  • Customer-Centric Mindset:
    • Ability to think strategically about customer needs and translate them into actionable, scalable solutions.
    • Strong focus on delivering exceptional customer service and satisfaction through technical innovation and operational excellence.

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.

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