Customer Success Manager

Join to apply for the Customer Success Manager role at TransPerfectDo you want to work for the global leader in the language services and technology industry? Are you interested in helping international brands/organizations find and implement solutions that allow them to communicate, operate and sell their products and services efficiently and effectively? And are you the type of person who enjoys working in an innovative and vibrant workplace? Then TransPerfect is for youSo you like what you hear but haven’t worked in ‘language’ before? That is not a problem, TransPerfect is far from “just a translation agency”. Our services portfolio covers everything from business support services such as interpretation, multicultural and digital marketing, SEO and website globalization to multimedia work, video, e-learning and training, and legal support services. All services and client partnerships are aided by best-in-breed software platforms, specialized in optimizing business processes.OverviewThe Customer Success Manager is responsible for the global account, ensuring customer satisfaction and growing the account profitability as well as meeting revenue objectives.The Customer Success Manager will receive support from the Global Client Solutions team, among others.Description:The Customer Success Manager main responsibilities include:Lead and oversee the onboarding of new customers/programsGather and analyze customer requirementsWork with Production team to:Define project management, engineering, publishing and linguistic processes to be applied during productionAssess all existing language assetsWork with technology teams to:Set up production workflows and processesDesign, customize and document data collection processesImport and organize existing language assetsBe accountable for setup and training of the Production teamMonitor ongoing productionManage project proposals and support the Sales team throughout the Sales life cycleMeasure production performance, analyze deviations and drive corrective actionsLead internal and external communication and report progressMeasure customer satisfactionOptimize existing accounts through regular audits and improvement initiativesOrganize regular Quarterly Business Reviews to report progress and capture feedbackManage customer issues and complaintsEnsure compliance with the PMO Framework set of requirementsGrow and optimize the accountLead process analysis and optimizationEnsure an internal and external technology roadmap is defined and deployed (in collaboration with internal technology teams)Propose optimization of the global production strategyCollaborate with Sales to propose new services or technology to the customerAnalyze competition and environment changes and adapt our services strategyEstablish and develop cooperation with the customerManage customer’s needs and expectations balancing customer satisfaction and account profitabilitySupport the customer in new technology deployment, process improvement and business growth initiativesAct as a customer’s advocate, identify areas for improvement and solve customer’s business problemsRequired SkillsProficiency in Microsoft Office (Word, Excel, Outlook and PPT)Extreme focus on customer experience and understanding the voice of the customerHigh energy and ability to multitask in a fast-paced environment, work well with people from a variety of different backgrounds and cultures, build relationships with clients and co-workers, work as part of a team, take active measures to solve problems and commit to a high level of serviceTeam player able to demonstrate high team leadership skillsRequired Experience and QualificationsMinimum Bachelor’s degree or equivalentMinimum 5 years of experience in localization project managementExperience in business/data analytics and related softwareLeadership experience in managing teamsPrior translation industry experienceDesired Skills and ExperienceExperience in process improvement initiatives (Kaizen, Lean Six Sigma)Knowledge of Project Management methodology (PMP, Prince2 certification)Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service and Project ManagementIndustriesTranslation and LocalizationTransPerfect is an equal opportunities employer. #J-18808-Ljbffr