Customer Success Manager, LanguageWire

• Are you passionate about the language industry and technology
• Would you like to become the trusted advisor for your customers and see how you contribute to their success
• Are you driven by strong team spirit, international work environment, flat hierarchies and plenty of chances to bring in your strengths and ideas
• Are you curious, trustworthy, caring and ambitious
• A Bachelor/Master's degree within a relevant area (preferred)
• Professional fluency in English language skills (spoken and written)
• Knowledge of how to maintain and develop relationships with new stakeholders from existing accounts
• Experience in planning and execution of account management activities to deliver on targets, especially within large accounts
• Experience in monitoring and reporting health performance indicators in a structured way
• The ability to develop and present best-fit solutions for your customers while taking into account continuous improvements in efficiency and automation of workflows
• The ability to work proactively and independently but also as a part of a team
• The ability to handle change and to continue to adapt and perform within a fast pacing environment
• Are a strong, actionable communicator and a very good listener
• Are passionate about building strong relationships
• Are not afraid of a good challenge
• Can be firm on project deliverables when you need to be
• Are inquisitive, curious, trustworthy and caring

Desirable

• We are looking for a Customer Success Manager to join our Customer Success team in London
• You will be the portfolio owner of middle-sized and large accounts from a big variety of industries, and you will have the full overview and responsibility of your customers and their budget
• With the right support you will need to understand the customer’s organisation, build relationships with several high-profile stakeholders, and help provide added value to them while meeting your internal KPIs
• You are also expected to work closely together with our Operations Solutions team to optimize processes and improve customer satisfaction
• You will plan and orchestrate customer business reviews, and you will participate in contract negotiations, both in cooperation with the subject matter expert and the Customer Success Director
• You will advise customers on our products and services and also be the customer’s go-to person in relation to invoicing and pricing
• You will be part of a team of Customer Success Managers working from our London office
• You will report to the Customer Success Director
• The team fosters a positive working atmosphere, in a company with a strong focus on growth and personal development
• What your future team colleagues say about being a part of our team:
• “I really enjoy the team aspect – I feel that we are good at working together and at sharing information” Irene
• “We can always count on each other’s support and trust” Chiara
• “I like knowing that I can ask a question and there will be an answer or at least guidance to where to get an answer or work together to get there” Irene
• What to expect from your future leader
• “As a leader, I see my main responsibility as providing clear direction, guidance and support cultivating an environment where every individual feels empowered, valued and inspired to achieve their goals both on a professional and a personal level
• My goal is to drive results but also to nurture a sense of purpose and fulfillment and the feeling that we are all together in this journey.” Marisa
• Sustaining account growth and profitability within the allocated account area
• Building strong relationships with customers and identifying new possibilities for growing your portfolio focusing on customer outcome and experience as well as LW KPIs with support from account planning tools and reports
• Developing and maintaining high levels of customer engagement and satisfaction
• Maximizing product usage through product adoption activities, e.g., online trainings and tool demos
• Ensuring delivery flow within the allocated customer area
• Ensuring customers’ quality expectations are met within the allocated customer area
• Being the voice of the customer towards internal stakeholders
• Embracing the Customer Success mindset to become a trusted advisor
• Applying sales methodologies to increase revenue and negotiate deals more effectively
• In one year, you’ll know you were successful if:
• You have obtained an overview of your customer and know their organization inside out
• You know your customers’ workflow and their need for our services
• You are able to see and generate growth within your customer portfolio by advocating LanguageWire’s products and services
• You are able to lead your portfolio and meet the required KPIs