Associate Customer Success Manager

The Associate Customer Success Manager is responsible for small to mid-size global accounts, or supports a Customer Success Manager on a larger account. Their goal is ensuring customer satisfaction and growing the account profitability as well as meeting revenue objectives.The Associate Customer Success Manager will receive support from the Global Client Solutions team, among others.DescriptionSupport the on-boarding of new customers/programsGather and analyze customer requirementsDefine project management, engineering, publishing and linguistic processes to be applied during production together with the Production teamAssess all existing language assets together with the Production teamSet up production workflows and processes together with technology teamsDesign, customize and document data collection processes together with technology teamsImport and organize existing language assets together with technology teamsDrive or support the setup and training of the Production teamManage project proposals and support the Sales team throughout the Sales life cycleMeasure production performance, analyze deviations and drive corrective actionsLead internal and external communication and report progressMeasure customer satisfactionOptimize existing accounts through regular audits and improvement initiativesOrganize regular quarterly Business Reviews to report progress and capture feedbackManage customer issues and complaintsEnsure compliance with the PMO Framework set of requirementsLead process analysis and optimization for the accountEnsure an internal and external technology roadmap is defined and deployed (in collaboration with internal technology teams)Propose optimization of the global production strategyCollaborate with Sales to propose new services or technology to the customerAnalyze competition and environment changes and adapt our services strategyEstablish and develop cooperation with the customerManage the customer’s needs and expectations, balancing customer satisfaction and account profitabilitySupport the customer in new technology deployment, process improvement and business growth initiativesAct as a customer’s advocate, identify areas for improvement and solve customer’s business problemsComplete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisorRequired skillsProficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint)Extreme focus on customer experience and understanding the voice of the customerHigh energy and ability to multitask in a fast-paced environmentWork well with people from a variety of different backgrounds and culturesBuild relationships with clients and co-workersWork as part of a team, take active measures to solve problems and commit to a high level of serviceGood problem solving skillsTeam player able to demonstrate high team leadership skillsRequired experience and qualificationsMinimum Bachelor’s degree or equivalentMinimum 3 years of experience in localization project management and/or program managementExperience in business/data analytics and related softwarePrior translation industry experienceDesired skills and experienceLeadership experience in managing teamsExperience in process improvement initiatives (Kaizen, Lean Six Sigma)Knowledge of Project Management methodology (PMP, Prince2 certification)In order to apply, please submit your CV in EnglishFor more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com