Associate Program Manager, Customer Success
3 weeks ago
who we are . . .
For over two decades, CQ fluency has offered a full suite of culturally relevant language solutions tailored to regulated industries such as healthcare and life sciences in over 200 languages. Our game changing approach to language technology, centralization and change management as well as our expert service and inclusive culture has garnered global recognition and invaluable respect from our partners/customers. Our expertise lies in harnessing the power of Cultural Intelligence (CQ) through our team of subject matter experts, who skillfully blend meaning and feeling to foster genuine human connections. With an unwavering commitment to delivering an exceptional customer experience and adhering to ISO 9001 and ISO 17100 certified processes, we consistently deliver the highest level of quality.
In an era of increasing diversity within domestic populations and expanding global markets, our customized AI-enabled human translations empower our clients to effectively communicate their messages. We understand the importance of navigating linguistic and cultural nuances, and our innovative team leverages a tailored suite of cutting-edge technologies to support our clients' ultimate objectives. By partnering with us, organizations gain a competitive advantage, enhance internal communication, and ensure regulatory compliance.
CQ fluency has achieved remarkable growth as one of America's fastest-growing private companies, securing a spot on the esteemed Inc. 5000 list for nine consecutive years. Moreover, we take pride in our recognition as a Best Place to Work certified company for three years running. Headquartered in Hackensack, New Jersey, we have a global presence with dedicated team members spanning across 20 countries and counting.
who we need…
We are looking for an experienced Associate Program Manager, Customer Success, focusing on ensuring a successful customer journey for all CQ clients. The ideal candidate will have a passion for customer success, a background in life sciences, healthcare or language services, and the ability to manage and improve customer relationships effectively. Our CSA will be focused on implementing and carrying out initiatives to increase customer loyalty and build close long-term client relationships to protect and grow our strategic accounts.
This position is 100% remote. The shift available is based on an EST schedule.
what we need you to do…
- Develop, manage, and execute customer success plans to ensure client satisfaction and retention within the life sciences and language services industries.
- Serve as supporting point of contact for a portfolio of clients, guiding them through their customer journey, addressing their needs, and ensuring they achieve their desired outcomes with our services.
- Collaborate with cross-functional teams, including sales, product, production, and support, to deliver comprehensive solutions that meet the specialized needs of CQ clients.
- Monitor and analyze customer health indicators, feedback, and usage data to identify risk and opportunities; implement strategies for improvement.
- Sit in on and conduct regular check-ins and business reviews with clients, providing insights and updates on product developments and service enhancements.
- Maintain a deep understanding of our products and services, with a special emphasis on features and benefits relevant to the life sciences and language sectors.
- Contribute to the development and improvement of customer success processes and best practices, ensuring they are tailored to the life sciences and language industries.
- Assist with the creation and delivery of training programs and materials for clients and internal stakeholders.
- Provide feedback to the product and service development teams, representing the voice of the customer and helping to shape future offerings.
what we want you to have…
- Minimum two years’ experience in the translation industry
- Production knowledge – understand feature / benefit of CQ’s services
- Bachelor’s degree from an accredited institution
- Strong presentation, customer service and communication skills
- Advanced computing and reporting skills, Microsoft Office Suite
- Exceptional work ethic, positive attitude
- Demonstrated problem-solving and analytical abilities, with a keen attention to detail
- Proven ability to manage multiple projects and priorities in a fast-paced, results-driven environment
- Experience in life science verticals preferred but not required
what is our culture…
Exceptional. Different. Compassionate. Fun. Happy
CQ fluency is a “people centric” company. We not only value our clients and vendors, we also value and love our employees. Our team is passionate, energetic, and possesses exceptional skill sets. We know our team is our #1 asset and we are committed to their professional growth. We foster a dynamic environment where employees are empowered to exceed our expectations to drive their careers forward. Our employees are passionate and build strong relationships with each other and our clients. Our environment is collaborative, casual, and FUN
CQ fluency values and supports individuals with diverse backgrounds and abilities. We provide reasonable accommodation to employees with disabilities. We are committed to creating and maintaining an inclusive work environment.
remote work
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