Customer Success Manager

Languagewire - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

About the position

As a Customer Success Manager at LanguageWire, you will play a pivotal role in ensuring the success of our customers by acting as their trusted advisor. This position is based in our Atlanta office and involves managing a portfolio of middle-sized and large accounts across various industries. You will be responsible for understanding the intricacies of each customer's organization, building strong relationships with key stakeholders, and delivering added value while meeting internal KPIs. Your role will require close collaboration with the Operations Solutions team to optimize processes and enhance customer satisfaction. You will also be tasked with planning and orchestrating customer business reviews and participating in contract negotiations alongside the Customer Success Director and subject matter experts. In this role, you will lead and sustain account growth and profitability, ensuring that communication with customers is effective throughout their lifecycle. You will set, present, and execute account growth strategies while maximizing product usage through adoption activities and promotions. Your responsibilities will also include ensuring that delivery flows meet customer quality expectations and driving initiatives to improve overall customer satisfaction. By embracing a Customer Success mindset, you will become the voice of the customer and work towards workflow optimization and automation within your allocated accounts. Collaboration with the business development team will be essential to establish and maintain strong partnerships that foster growth. Success in this role will be measured by your ability to gain a comprehensive understanding of your customers' organizations, workflows, and needs for our services. You will leverage LanguageWire's AI technology and services to create positive business outcomes for your customers, generating growth within your portfolio while independently meeting required KPIs.

Responsibilities

• Leading and sustaining account growth and profitability within the allocated account area
• Building and managing account relationships, including communication strategies throughout customer life-cycle stages
• Setting, presenting, and executing account growth strategies
• Orchestrating work with colleagues while maintaining 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
• Establishing and maintaining strong collaboration with the business development team

Requirements

• 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 considering 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

Nice-to-haves

• An interest in technology (especially in AI, MT and CAT tools) and technical skills
• A passion for enhancing cooperation with customers
• Eagerness to obtain results
• A structured, analytical, and proactive work approach with strong problem-solving skills
• High attention to detail and excellent organizational skills
• A positive attitude and energy to contribute to the team
• Ability to work well under pressure in a customer-facing environment
• Adaptability to change in a fast-paced environment