Customer Success Manager

undefined ago • 3 Years + • Customer Service

Job Summary

Job Description

The Customer Success Manager oversees global accounts, focusing on customer satisfaction, profitability, and revenue growth. This role involves leading customer onboarding, analyzing requirements, defining production processes, and collaborating with technology and production teams. Key responsibilities include monitoring performance, managing proposals, addressing customer issues, and optimizing accounts through audits and business reviews. The manager also drives process analysis, technology roadmaps, and strategic service proposals, acting as a customer advocate to solve business problems and balance client needs with account profitability.
Must have:
  • Lead and oversee the onboarding of new customers/programs
  • Gather and analyze customer requirements
  • Define project management, engineering, publishing and linguistic processes
  • Assess all existing language assets
  • Set up production workflows and processes
  • Design, customize and document data collection processes
  • Import and organize existing language assets
  • Be accountable for setup and training of the Production team
  • Monitor ongoing production
  • Manage project proposals and support the Sales team
  • Measure production performance, analyze deviations and drive corrective actions
  • Lead internal and external communication and report progress
  • Measure customer satisfaction
  • Optimize existing accounts through regular audits and improvement initiatives
  • Organize regular Quarterly Business Reviews
  • Manage customer issues and complaints
  • Ensure compliance with the PMO Framework
  • Grow and optimize the account
  • Lead process analysis and optimization
  • Ensure an internal and external technology roadmap is defined and deployed
  • Propose optimization of the global production strategy
  • Collaborate with Sales to propose new services or technology
  • Analyze competition and environment changes and adapt services strategy
  • Establish and develop cooperation with the customer
  • Manage customer’s needs and expectations balancing satisfaction and profitability
  • Support the customer in new technology deployment, process improvement and business growth
  • Act as a customer’s advocate, identify areas for improvement and solve business problems
Good to have:
  • Process improvement (Kaizen, Lean Six Sigma)
  • Project Management methodology (PMP, Prince2)

Job Details

Job description

---------------

The 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.

Main responsibilities include:

  • Lead and oversee the onboarding of new customers/programs
  • Gather and analyze customer requirements
  • Work with Production team to:
  • Define project management, engineering, publishing and linguistic processes to be applied during production
  • Assess all existing language assets
  • Work with technology teams to:
  • Set up production workflows and processes
  • Design, customize and document data collection processes
  • Import and organize existing language assets
  • Be accountable for setup and training of the Production team
  • Monitor ongoing production
  • Manage project proposals and support the Sales team throughout the Sales life cycle
  • Measure production performance, analyze deviations and drive corrective actions
  • Lead internal and external communication and report progress
  • Measure customer satisfaction
  • Optimize existing accounts through regular audits and improvement initiatives
  • Organize regular Quarterly Business Reviews to report progress and capture feedback
  • Manage customer issues and complaints
  • Ensure compliance with the PMO Framework set of requirements
  • Grow and optimize the account
  • Lead process analysis and optimization
  • Ensure an internal and external technology roadmap is defined and deployed (in collaboration with internal technology teams)
  • Propose optimization of the global production strategy
  • Collaborate with Sales to propose new services or technology to the customer
  • Analyze competition and environment changes and adapt our services strategy
  • Establish and develop cooperation with the customer
  • Manage customer’s needs and expectations balancing customer satisfaction and account profitability
  • Support the customer in new technology deployment, process improvement and business growth initiatives
  • Act as a customer’s advocate, identify areas for improvement and solve customer’s business problems

Job requirements

----------------

Required Skills:

  • Proficiency in Microsoft Office (Word, Excel, Outlook and PPT)
  • Extreme focus on customer experience and understanding the voice of the customer
  • High 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 service
  • Good problem solving skills
  • Team player able to demonstrate high team leadership skills

Required experience and qualifications:

  • Minimum Bachelor’s degree or equivalent
  • Minimum 3 years of experience in localization project management
  • Experience in business/data analytics and related software
  • Leadership experience in managing teams
  • Prior translation industry experience

Desired skills and experience:

  • Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
  • Knowledge of Project Management methodology (PMP, Prince2 certification)

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About The Company

The world's best businesses know that potential customers can be anywhere. TransPerfect helps our clients to be everywhere. With global headquarters in New York and offices in 140+ cities across six continents, TransPerfect is the world's largest provider of language services and related technologies.


The TransPerfect family of companies enables organizations to speak the language of global business through:


- Translation and Language Services

- Website and Software Localization

- Globalization Management Technology

- Multicultural Marketing

- Legal Support and E-Discovery

- E-Learning Platform Internationalization

- Multimedia and Studio Solutions

- Interpretation and Call Center Support

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