Customer Success Manager

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, 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 into 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 organisation, 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
• Establishing and maintaining strong collaboration with the business development team

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 high level of attention to detail and possess excellent organizational skills
• 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

About LanguageWire

Most important things to know about us:

• We eliminate language barriers so people understand each other. Everywhere.
• We are a tech company
• We are an AI company
• We are stable, and we are growing

More detail about us:

At LanguageWire, we are leaders in the world of Language Service Providers, but we are cooler than our competitors. Want to know why? Read on. 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.

We are proud of our unique AI technology and our exquisite customer care. We are even prouder of our people. From our language experts, tech nerds, and customer success drivers to the core of heroes in the background. They all have a stake in supporting the delivery of translations, editing, desktop publishing, and other crazy cool multilingual communication services.

We listen and we care. We adapt our solutions to customer needs and integrate them with customer-specific tech stacks, streamlines and automated workflows. All of this while ensuring all data is protected thoroughly in a secure, meteorite-proof infrastructure. Basically, we've got the whole package!

Our values

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.

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 with what they do and we always incite each other to be their best. 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 & ambitious people!

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)

What are the perks?

We don't stand still. We don’t look back; we drive forward!

Are you the next Wire in our community? Consider a career with LanguageWire, and let’s realize your potential together. These are some of the perks of becoming a Wire...

General perks

• Scale-up by facts — start-up by heart
• With us, you can enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
• We are a fast-growing tech company that enables you to be part of the decision-making processes, and suggest new and fresh ways to come up with solutions
• Besides your actual paycheck, we offer benefits such as personal and professional development opportunities, ongoing support from your People & Culture Partner, internal career development and an inclusive and fun company culture
• International company. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta and Valencia
• Over 400 employees with great gender and cultural diversity
• At LanguageWire, we offer three 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," part-time from the office as a "Nomad,"
• We take care of our people and initiate many get-togethers from online fitness classes like yoga to Christmas parties. We have fun!

Atlanta Perks

• 10 great colleagues in different business departments
• Office location in Alpharetta just off 400 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

Want to know more?

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