Customer Success Manager

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Position Title: Customer Success Manager
Home Department: TDC – Production
Supervisor: Vice President, Global Client Solutions, Vice President of Production, Production Manager
Business Unit: Translations.com, TransPerfect Translations

1.0 OVERVIEW
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.
2.0 DESCRIPTION
 Lead and oversee the on-boarding of new customers/programs
 Gather and analyze customer requirements
 Define project management, engineering, publishing and linguistic processes to be applied during production together with the Production team
 Assess all existing language assets together with the Production team
 Set up production workflows and processes together with technology teams
 Design, customize and document data collection processes together with technology teams
 Import and organize existing language assets together with technology teams
 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 for the account
 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 the 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
 Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
3.0 REQUIRED SKILLS
 Proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint)
 Extreme focus on customer experience and understanding the voice of the customer
 High energy and ability to multitask in a fast-paced environment
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 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
4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS
 Minimum Bachelor’s degree or equivalent
 Minimum 5 years of experience in localization project management and or program management
 Experience in business/data analytics and related software
 Leadership experience in managing teams
 Prior translation industry experience
5.0 DESIRED SKILLS AND EXPERIENCE
 Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
 Knowledge of Project Management methodology (PMP, Prince2 certification)