Customer Success Director

Company: LanguageWire
Location: Atlanta
Posted on: February 25, 2021

Job Description:

Customer Success Atlanta, Georgia, United States Full time LanguageWire is a leading multilingual content platform with $63M in revenue across 13 markets - and a clear ambition to become a Top 5 player in the industry. LanguageWire is in a transformation phase, and is currently building a platform business model facilitating new ways to collaborate with B2B and B2C brands around the world. Our solutions facilitate better project handling, control, and processes - both for our clients and ourselves. Internally, this creates a push towards automation, higher efficiency, data-driven decisions, and a reduction of manual tasks across all functional areas.
Executing this strategy requires a modern and agile mindset empowered by a modern product management methodology, customer-centric-thinking, data transparency, and liability. This also requires an agile commercial organization with a truly solution-oriented mindset - ensuring the right skillset in all customer-facing situations. As a well-established player in the EU market, Languagewire is working to achieve a global presence by growing our US team. Role and Responsibility
The Customer Success Director will be part of the Customer Success team in the US, has overall portfolio responsibility and leads a team of Customer Success Managers, with full ownership of:

• Improving customer satisfaction and increasing customer lifetime value
• Leading Customer Success team and driving individual and team development The majority of your focus will be on managing existing customer portfolios and a currently small local CS team. You will have a solution oriented and consultative mindset, and be equally comfortable meeting new prospects and onboarding new customers. Your responsibilities will include but are not be limited to:
  • Ensure sound development and profitability on portfolio and YOY growth.
  • Identify new opportunities in your Portfolio and build/monitor a pipeline of opportunities.
  • Drive adoption of product features and product usage to maximize value.
  • Encourage continuous learning of new features and solutions within the CS team.
  • Continuously optimize customer journey in collaboration with the Senior Director of CS.
  • Implement and facilitate a company-wide customer feedback loop.
  • Be a hands-on leader who is not afraid to get involved in the day to day activities.
  • Identify customer advocates and drive customer advocacy program.
  • Improve customer lifetime value by installing and reviewing CS program.
  • Improve customer satisfaction through continuous training of CS team.
  • Act as the point of escalation for CS team.
  • Increase and improve CRM usage.
  • Support workflow optimization to increase efficiency and automation.
  • Drive account forecasting, budgeting and reporting on own portfolio.
  • Ensure and drive commercial excellence within the CS team.
  • Monitor Customer Health Indicators in own portfolio and take actions accordingly.
  • Drive optimal CS team setup to handle own portfolio.
  • Ensure and drive the direction and prioritization of Customer Success objectives and key results Requirements
    • University degree
    • > 3 years of leadership experience. Experience in the translation/content industry required.
    • Strong business acumen.
    • Ambitious and self-driven.
    • Solid understanding of Cattools, TMS, MT and translation workflows.
    • Understanding of the sales lifecycle - from lead generation through business closing.
    • Understanding localization maturity and the CS paradigm.
    • Proven track record in achieving KPI targets.
    • Proven ability to be self-driven.
    • Excellent written and verbal communication skills.
    • Strong interpersonal skills and a good team player.
    • A consultancy tool box (problem solving, analytical mindset, stakeholder management, presentation skills etc.)
    • Effective time management.
    • Experience to report on and manage budgets.
    • Are capable of coaching others by translating complex nuances into easy to understand terms To be a success in this role, you are a self-driven leader with a positive outlook, who thrives in an ever-changing environment. We expect a candidate to be result oriented, competitive and have strong leadership, project management and communication skills. Last but not least, you are excellent in building relationships and trust with internal and external stakeholders across time-zones. LanguageWire is a community where communication is open, informal and friendly. The fact that we respect each other personally and professionally promotes collaboration and a positive social environment. We celebrate success, and giving and receiving feedback and recognition is a natural part of our corporate culture. Technology is a big part of what keeps LanguageWire ahead of the competition, but we never forget it's a business built and powered by people. We ensure that our entire team is happy in what they do, and everyone has the tools they need to achieve. Because at the end of the day, that's why our customers love to work with us - they enjoy working with a team of enthusiastic people! Application If you have any questions to the position as CSD, please send an e-mail to Cristian Georgescu, at cge@languagewire.com . Please submit your application, and salary expectations through our recruitment system here:
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Keywords: LanguageWire, Atlanta , Customer Success Director, Executive , Atlanta, Georgia