Customer Success Manager

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

TransPerfect is the world's largest provider of language services and technology solutions for global business. From offices in over 120 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 5,000 global organizations employ TransPerfect's GlobalLink® technology to simplify management of multilingual content. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.

• Serve as the central point of contact for client and be responsible for managing client relationships post- contract signature, ensuring seamless communication and support
• Proactively learn about clients’ industries, business needs and company culture, educate the project team, identify new business opportunities, and deliver a high-level service
• Oversee the on-boarding of new customers and projects
• Facilitate discussions, analyze, and document customer requirements in collaboration with operations and tech teams
• Arrange and facilitate training of customers and internal teams
• Monitor and communicate project progress, ensure strict adherence to deadlines and budgets, and deliver high- quality deliverables
• Act as the customer’s advocate, identify areas for improvement, support complaints, manage escalations, and resolve customer’s business problems
• Measure performance, analyze deviations and implement corrective actions
• Lead internal and external communication and report progress
• Measure customer satisfaction and report account status metrics
• Support governance and/or quarterly business reviews capturing client feedback and report progress Optimize existing accounts through regular audits, analysis, and process improvement initiatives Collaborate with internal and external technology and product teams to define and deploy a roadmap for both internal and external teams
• Work closely with Sales to propose new services or technology to the client
• Grow existing client relationships through service and technology
• Manage the customer’s needs and expectations, balancing customer satisfaction and account profitability Support the customer in new technology deployment, process improvement and business growth initiatives Financial oversight of account and project contracts
• Monitor employee time against budgets
• Be involved in bigger picture aspects of the business versus exclusively managing projects
• Participate in and support Quality Assurance with clients and regulatory audits, as necessary
• Be knowledgeable in Trial Interactive systems to appropriately support clients and recommend process improvements. Become a Subject Matter expert for client supported technologies
• Be involved with training and mentoring of new employees, as needed
• Support estimated managed revenue of $1.25M+ US dollars
• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor

Your experience includes:

• Minimum Bachelor’s degree in Clinical Research, Life Sciences, Business, or equivalent experience
• Minimum 3 years’ experience in Customer Success, Project Management and/or Program Management
• Minimum 3 years’ experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO
• experience preferred)
• Strong problem-solving and analytical skills, with the ability to think strategically and act tactically
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams)
• Extreme focus on customer experience, with understanding of the voice of the customer
• Excellent customer service skills with the ability to balance multiple tasks
• Superior written and spoken communication skills in English
• Ability to work under pressure and meet deadlines
• Strong technology skills
• Aptitude for forging strong partnerships/relationships across the organization including operations,
• business development, production, and quality and customers
• Ability to travel as needed to meet with clients and attend industry events

Desired Skills & Experience

• Leadership experience in managing / supporting teams
• Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
• Work well with people from a variety of different backgrounds and cultures
• Can work independently and part of a team
• Strong knowledge of technology within the industry

At TransPerfect, there are a lot of growth opportunities. All departments offer career growth and development that can combine your skills, interest and experience. We encourage our employees to have a continuous dialogue with management about growth oppportuinties throughout your tenure with the company.

End your job search and find your career at TransPerfect #careersNOTjobs.

For more than 25 years, we have honed a culture where all kinds of ideas are shared and new ventures are not only welcomed, but also encouraged. In this fast-paced environment, employees are intellectually stimulated so they can grow alongside the organization. From Intern to President, we believe that every single employee should have a voice and contribute to the amazing services we offer our clients.

We also offer a comprehensive benefits package including medical, dental, and vision insurance, 401k matching, membership to child-care providers, and other TransPerks. You even get your birthday off because let's face it, we're stoked that you were born.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law

For more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com.