Customer Success Manager

27 Minutes ago • 3 Years + • Customer Service

Job Summary

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.
Must have:
  • Lead new customer/program onboarding
  • Gather and analyze customer requirements
  • Define production processes (project management, engineering, publishing, linguistic)
  • Assess existing language assets
  • Set up production workflows and processes
  • Design and document data collection processes
  • Import and organize existing language assets
  • Accountable for Production team setup and training
  • Monitor ongoing production
  • Manage project proposals and support Sales
  • Measure production performance and drive corrective actions
  • Lead internal and external communication
  • Measure customer satisfaction
  • Optimize accounts via audits and improvements
  • Organize Quarterly Business Reviews
  • Manage customer issues and complaints
  • Ensure PMO Framework compliance
  • Grow and optimize customer accounts
  • Lead process analysis and optimization
  • Define and deploy technology roadmap
  • Propose global production strategy optimization
  • Collaborate with Sales on new services/technology
  • Analyze competition and adapt service strategy
  • Develop customer cooperation
  • Manage customer needs and expectations
  • Support customer in technology deployment and process improvement
  • Act as customer advocate and solve business problems
Good to have:
  • Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
  • Knowledge of Project Management methodology (PMP, Prince2 certification)

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)

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Barcelona, Catalonia, Spain

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Customer Service Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

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

Barcelona, Catalonia, Spain (Hybrid)

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia (Remote)

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia (Remote)

Warsaw, Masovian Voivodeship, Poland (On-Site)

Warsaw, Masovian Voivodeship, Poland (On-Site)

Hong Kong (On-Site)

Tokyo, Japan (On-Site)

Warmian-Masurian Voivodeship, Poland (Hybrid)

Lisbon, Lisbon, Portugal (On-Site)

Warsaw, Masovian Voivodeship, Poland (On-Site)

View All Jobs

Get notified when new jobs are added by TransPerfect

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug