Localization Project Manager

Overview

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services empowering teams to collaborate in real-time to create experiences customers love.

The Localization Project Manager, part of the Managed Services team at Smartling, provides support and localization project management services to a small, dedicated list of Smartling’s customers. The Localization Project Manager is responsible for responding to customer inquiries, processing and monitoring translation requests from customers, executing tasks on behalf of the customer, enabling users through training, and optimizing customer product settings and configurations. This is a work-from-home role, based anywhere in US Central Time.

You’re a great match if you are quick to learn a new product, skilled at coordinating with stakeholders to meet deadlines, and driven to make the customer experience great. 

 You will

• Process and monitor customer translation requests while ensuring that delivery timelines are consistently met
• Empower customer stakeholders through customized training and product education
• Collaborate across teams and disciplines to fulfill customer requests
• Work seamlessly with customer stakeholders, including aligning with their processes and working within their preferred collaboration tools. You are an extension of the customer’s team
• Execute administrative tasks, and proactively identify opportunities for process improvement
• Plan, organize, and prioritize your work - this role wears many hats!
• Advocate for product improvement and change
• Contribute to process and service quality improvement

You Have

• Customer-centric mindset and an affinity to solve problems and meet deadlines
• Expert organization skills
• Experience with translation, localization, and internationalization processes 
• Capacity to empathize with customers and tailor communication to their preferences
• A detail-oriented mindset and an ability to manage (and iterate on) complex workflows and processes
• Ability to explain complex concepts in simple terms
• A desire to deliver a best-in-class customer experience
• Excitement about being in a role where you could be a dedicated resource for a single customer
• Minimum 2 years experience in a customer service role
• A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

• Fluent in other languages
• Experience with customer service or project management software

You are

• Enthusiastic. A fun and energetic co-worker
• An analytical thinker. “If there is a problem I have a solution” attitude
• A Leader. Proactive and will use excellent judgment when dealing with issues
• Customer-focused. Passionate for client success at all times
• Detail-oriented. Supremely well organized with attention to detail
• A Team Player.  Ability to work effectively and cross-functionally within all levels of management, both internally and externally

You Will Enjoy

• Freedom 🏡 - we are remote first
• Growth  - an opportunity to learn and advance your career
• Wealth 💰 - we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture 🤝- an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and Apple equipment

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use E-verify platform for the work authorization verifications.

To all recruitment agencies: Smartling does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or Smartling employees. Smartling is not responsible for any fees related to unsolicited resumes.

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.