Customer Success Manager

TransPerfect

Chicago (IL)

On-site

USD 80,000 - 100,000

Full time

14 days+

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Job summary

A global leader in language services is seeking a Customer Success Manager in Chicago. The role involves ensuring customer satisfaction, managing accounts, and leading project onboarding. Ideal candidates will have 5+ years in localization project management, excellent customer service skills, and a bachelor’s degree. Join a vibrant team dedicated to delivering exceptional service and optimizing processes.

Qualifications

Minimum 5 years of experience in localization project management.
Leadership experience in managing teams.
Prior translation industry experience.

Responsibilities

Lead onboarding of new customers/programs.
Gather and analyze customer requirements.
Manage project proposals and support the Sales team.

Skills

Microsoft Office proficiency

Customer experience focus

Multitasking ability

Team leadership

Education

Bachelor’s degree or equivalent

Tools

Business/data analytics software

Job description

Join to apply for the Customer Success Manager role at TransPerfect

Do you want to work for the global leader in the language services and technology industry? Are you interested in helping international brands/organizations find and implement solutions that allow them to communicate, operate and sell their products and services efficiently and effectively? And are you the type of person who enjoys working in an innovative and vibrant workplace? Then TransPerfect is for you!

So you like what you hear but haven’t worked in ‘language’ before? That is not a problem, TransPerfect is far from “just a translation agency”. Our services portfolio covers everything from business support services such as interpretation, multicultural and digital marketing, SEO and website globalization to multimedia work, video, e-learning and training, and legal support services. All services and client partnerships are aided by best-in-breed software platforms, specialized in optimizing business processes.

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.

Description:

The Customer Success Manager main responsibilities include:

Lead and oversee the onboarding of new customers/programs
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

Monitor ongoing production

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

Grow and optimize the account

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

Establish and develop cooperation with the customer

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

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
Team player able to demonstrate high team leadership skills

Required Experience and Qualifications