About the job
As a Customer Success Manager at TransPerfect, you will play a crucial role in managing our global accounts, focusing on enhancing customer satisfaction and maximizing account profitability while achieving revenue targets. Collaborating closely with the Global Client Solutions team and other departments, you will ensure our customers receive exceptional service.
KEY RESPONSIBILITIES
1) Customer Onboarding
Analyze and gather customer requirements effectively.
Coordinate with the Production team to:
Establish and define processes for project management, engineering, publishing, and linguistic needs.
Evaluate existing language assets.
Collaborate with technology teams to:
Develop and implement production workflows and processes.
Design and document data collection methodologies.
Organize and manage existing language assets.
Oversee the setup and training of the Production team.
2) Production Oversight
Manage project proposals and provide support to the Sales team throughout the sales lifecycle.
Monitor production performance, identify deviations, and implement corrective measures.
Facilitate communication internally and externally, reporting on project progress.
Assess customer satisfaction levels regularly.
Enhance existing accounts through audits and improvement initiatives.
Conduct regular Quarterly Business Reviews to report progress and gather feedback.
Resolve customer issues and complaints promptly.
Ensure adherence to the PMO Framework requirements.
3) Account Growth and Optimization
Lead efforts in process analysis and optimization.
Collaborate with internal technology teams to define and implement a technology roadmap.
Propose strategies for optimizing global production.
Work with the Sales team to introduce new services and technologies to customers.
Analyze competitive landscape and adjust our service strategies accordingly.
4) Customer Relationship Development
Cultivate and maintain strong relationships with customers.

