Customer Success Manager, TransPerfect

• Proficiency in Microsoft Office (Word, Excel, Outlook and PPT)
• Extreme focus on customer experience and understanding the voice of the customer
• Good problem solving skills
• Team player able to demonstrate high team leadership skills
• Minimum Bachelor’s degree or equivalent
• Minimum 5 years of experience in localization project management
• Experience in business/data analytics and related software
• Leadership experience in managing teams
• Prior translation industry experience

Desirable

• 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
• 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
• 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
• 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
• 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
• 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