Customer Success Manager
LanguageWire, United States
Job Description
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, an international work environment with flat hierarchies and plenty of chances to bring in your strengths and ideas? Are you curious, trustworthy, caring and ambitious? Yes? You should definitely read on!
The role you’ll play
We are looking for a Customer Success Manager to join our Customer Success team in Atlanta.
Reporting to the Customer Success Director, 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 the customers and the budget. With the right support you will need to understand the customer’s organization, 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 also be the customer’s go-to person in relation to invoicing and pricing.
The team you’ll be a part of
You will be part of a team of Customer Success Managers working from our Atlanta office. The team fosters a positive working atmosphere, in a company with a strong focus on growth and personal development.
If you want to make a difference, make it with us by
- Leading and sustaining account growth and profitability within the allocated account area
- Building and managing account relationships, including what, when, who and how/where communication in customer life-cycle stages
- Setting, presenting and executing account growth strategies
- Orchestrating work with colleagues while maintaining the overall lead role on your portfolio
- Maximizing product usage through product adoption activities and promotions
- Ensuring delivery flow within the allocated account area
- Ensuring customers’ quality expectations are met within the allocated account area
- Being the voice of the customer
- Driving initiatives to improve customer satisfaction within the allocated account area
- Embracing the Customer Success mindset to become a trusted advisor
- Ensuring workflow optimization and automation within the allocated account area
- Working closely with Business Development in securing customer excellence
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 know how LanguageWire’s AI technology and services create positive business outcomes for our customers
- You are able to see and generate growth within your customer portfolio
- You are able to lead your portfolio independently meeting the required KPIs
Desired experience and competencies
What does it take to work for LanguageWire?
What you’ll need to bring
- Previous LSP industry or translation experience is preferred
- Experience in planning and execution of account management activities to deliver on targets, especially within large accounts
- Knowledge of how to maintain and develop relationships with new stakeholders from existing 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 on efficiency and automation of workflows
- High-level English language skills (spoken and written)
- A Bachelor/Master's degree within a relevant area
- The ability to work proactively and independently, but also as a part of a team
This will make you stand out
- An interest in technology (especially in AI, MT and CAT tools) and technical skills
- You have a passion in bringing the cooperation with the customer to the next level
- You are eager to obtain results
- You have a structured, analytical and proactive work approach, and you are good at problem solving
- You have a positive attitude and bring energy to the team
- You are able to work well under pressure and in a customer facing environment
- You are able to handle change and to continue to adapt and perform within a fast pacing environment
Your colleagues say you
- Are a strong, actionable communicator and a very good listener
- Are passionate about building strong relationships
- Are no