Customer Success Manager

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 not afraid of a good challenge

·       Can be firm on project deliverables when you need to be

·       Are inquisitive, curious, trustworthy and caring

Our perks

·       Enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas

·       Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture

·       International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Kiev, Atlanta, Finland and Valencia

·       We offer flexible work options tailored to how you work best. Depending on your team, you may have the option to work full-time from the office as an "Office Bee," or part-time from the office as a "Nomad.”

·       We take care of our people and initiate many social get-togethers from Friday Bars a to Summer or Christmas parties. We have fun!

·       Colleagues in different business departments

·       Office location in Alpharetta within minutes of Avalon and tons of restaurants, shopping and recreation

·       Easy and free parking at the office

·       Class A office space with private kitchen, lounge, open format work space with private offices available when needed and a conference room

·       Office building includes a lounge area where you can lunch, chat with colleagues or have coffee while playing pool or shuffle board as well as a sports area that includes a private gym and outdoor walking trails

·       Regular events with colleagues and the people working in the building — the best way to relax after work

About LanguageWire  

At LanguageWire, we want to wire the world together with language. Why? Because we want to help people & businesses simplify communication. We are fueled by the most advanced technology (AI) and our goal is to make customer's lives easier by simplifying their communication with any audience across the globe.   

Our values drive our behavior 

We are curious. We are trustworthy. We are caring. We are ambitious.  

At LanguageWire, we are curious and intrigued by what we don’t understand. We believe relationships are based on honesty and responsibility, and being trustworthy reinforces an open, humble, and honest way of communicating. We are caring and respect each other personally and professionally. We encourage authentic collaboration, invite feedback and a positive social environment. Our desire to learn, build, and share knowledge is a natural part of our corporate culture. 

Working at LanguageWire — why we like it:    

“At LanguageWire, we use our years of expert experience and knowledge that we've built up in the language industry to share best practices with our customers. We show that we can be a trusted and caring partner by helping our customers to constantly improve their processes by recommending various solutions. In doing so, we can celebrate their successes together”. 

(Anna-Karin, Business Development Director, Varberg)  

“I see how we are truly living our purpose. On a daily basis, all LanguageWire employees play a crucial part in enabling our customers' communication needs. We are not just delivering language services, but we help our customers reach their global audience. It’s this purpose that sparks our ambition to continuously improve our customers' experience.” 

(Tessa Van Winkel, Customer Success Director, Leuven)  

Yes, to diversity, equity & inclusion  

In LanguageWire, we believe diversity in gender, age, background, and culture is essential for our growth. Therefore, we are committed to creating a culture that incorporates diverse perspectives and expertise in our everyday work. 

LanguageWire’s recruitment process is designed to be transparent and fair for all candidates. We encourage candidates of all backgrounds to apply, and we ensure that candidates are provided with an equal opportunity to demonstrate their competencies and skills. 

Want to know more?  

We can’t wait to meet you! So, why wait 'til tomorrow? Apply today!  

If you want to know more about LanguageWire, we encourage you to visit our website! 

If you have any questions about the position, please reach out to Lisa Brandl, Junior People & Culture Partner (libr@languagewire.com) or Hiring leader Joanna Zeberg (jje@languagewire.com).