Customer Success Manager
LanguageWire, Germany
Job Description
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, 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 Hamburg or Munich You will be the portfolio owner of middle-sized accounts from a big variety of industries and as such you will have the full overview of your customers and of their budget. Together with an allocated subject matter expert, you must understand the customer’s organization and thus provide added value to the customer. You are also expected to work closely together with our Operations Solution Team, this in order to optimize processes and improve customer satisfaction. You 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 four Customer Success Managers located in Hamburg and Munich. You will report to the Director of Customer Success. 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
· 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
· Maximizing product usage through product adoption activities, e.g., online trainings, tool demos
· 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
· Embracing the Customer Success mindset to become a trusted advisor
· Ensuring workflow optimization and automation within the allocated account area
In one year, you’ll know you were successful if
· You have obtained an overview of your customer and know the company in and out
· You know your customers’ workflow and their need for our services
· You are able to see and generate growth within your customer portfolio
Desired experience and competencies
What does it take to work for LanguageWire?
What you’ll need to bring
· A Bachelor/Master's degree within a relevant area (preferred)
· Experience in commercial planning and execution of customer-oriented activities to deliver on targets
· An interest in technology and technical skills
· 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 in efficiency and automation of workflows
· High-level German and English language skills (spoken and written)
· The ability to work proactively and independently, but also as part of a team
This will make you stand out
· Experience in the language service provider industry
· An interest in bringing the cooperation with the customer to the next level
· Eagerness to obtain results
· A structured, analytical and proactive work approach with good problem solving skills
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