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Job Description1.0 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

The Customer Success Manager main responsibilities include:

• Lead and oversee the onboarding of new customers/programso Gather and analyze customer requirementso Work with Production team to:o Define project management, engineering, publishing and linguistic processes to be applied during productiono Assess all existing language assets o Work with technology teams to:o Set up production workflows and processeso Design, customize and document data collection processeso Import and organize existing language assetso Be accountable for setup and training of the Production team• Monitor ongoing productiono Manage project proposals and support the Sales team throughout the Sales life cycle o Measure production performance, analyze deviations and drive corrective actionso Lead internal and external communication and report progresso Measure customer satisfactiono Optimize existing accounts through regular audits and improvement initiativeso Organize regular Quarterly Business Reviews to report progress and capture feedbacko Manage customer issues and complaintso Ensure compliance with the PMO Framework set of requirements• Grow and optimize the accounto Lead process analysis and optimizationo Ensure an internal and external technology roadmap is defined and deployed (in collaboration with internal technology teams)o Propose optimization of the global production strategyo Collaborate with Sales to propose new services or technology to the customero Analyze competition and environment changes and adapt our services strategy

• Establish and develop cooperation with the customero Manage customer’s needs and expectations balancing customer satisfaction and account profitabilityo Support the customer in new technology deployment, process improvement and business growth initiativeso Act as a customer’s advocate, identify areas for improvement and solve customer’s business problems3.0 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 skills4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS• 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 experience5.0 DESIRED SKILLS AND EXPERIENCE• Experience in process improvement initiatives (Kaizen, Lean Six Sigma)• Knowledge of Project Management methodology (PMP, Prince2 certification