Customer Success Director, Special Customer Lead

Contenuto del lavoro

Are you passionate about leading a team of Customer Success Managers and driving customer success towards some of our primary customers? Yes? You should definitely read on!

The role you’ll play:
You will lead the Customer Success team as well as some of our primary customers and thereby have overall portfolio responsibility and a target to improve customer satisfaction and increasing customer lifetime value.

Your responsibilities will include but are not limited to:

• Ensure sound development and profitability on customer and YOY growth
• Identify new opportunities in your portfolio and build/monitor a pipeline of opportunities
• Ensure commercial excellence by mentoring the Customer Success Managers in your team
• Drive adoption of product features and product usage to maximize value
• Encourage continuous learning of new features and solutions within the Customer Success team
• 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 stakeholder advocates and drive customer advisory/advocacy programs
• Increase and improve CRM usage for your team
• Support workflow optimization to increase efficiency and automation
• Drive account forecasting, budgeting and reporting on relevant customer
• Monitor Customer Health Indicators in own portfolio and take actions with your team accordingly
• Monitor the engagement level of your team and create actions to increase engagement
• Drive a feedback culture in your team

The team you’ll be a part of
You will be reporting into the Senior Director of Customer Success. You will lead a team and drive individual and team development. Furthermore, you will be part of a team of leaders from other regions, strategically driving Customer Success in LanguageWire together.

If you want to make a difference, make it with us by…:

• Improving customer lifetime value by installing and reviewing Customer Success program
• Improving customer satisfaction through continuous training of Customer Success and Operations Solutions teams
• Acting as the point of escalation for the Customer Success and Operations Solutions team related to the portfolio of customers
• Ensure and drive commercial excellence within the Customer Success team
• Continuously optimize customer journey in collaboration with the LanguageWire team with direct support from your leader and the C-team
• Being an inspirational leader

In one year, you’ll know you were successful if…

• You are a self-driven leader with a positive outlook, who thrives in an ever-changing environment
• You have driven the direction and prioritization of Customer Success objectives and succeed with key results within your Customer Success team
• You have a Customer Success team that can handle their own portfolio as well as motivated in their role and team

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Desired experience and competencies:
What does it take to work for LanguageWire?
What you’ll need to bring

• A university degree
• More than 2 years of leadership experience
• A strong business and commercial acumen
• An understanding of the sales lifecycle - from lead generation through business closing
• A proven track record in achieving KPI targets
• A proven ability to be self-driven
• Excellent written and verbal communication skills
• Strong interpersonal skills and a good team player
• Experience in reporting on and managing budgets
• Capability of coaching others by translating complex nuances into easy to understand terms
• A solution oriented and consultative mindset
• Be equally comfortable meeting new stakeholders and moving close to known stakeholders to obtain a “trusted advisor” position

This will make you stand out

• A consultancy toolbox (problem solving, analytical mindset, stakeholder management, presentation skills, lead major projects with our customers etc.)
• Leadership experience from the translation/content or consulting industry
• An understanding of CAT tools, TMS, MT and translation workflows
• An understanding of localization maturity and the Customer Success paradigm
• Eager to learn and curious
• Self -driven and flexible
• Be Customer Centrix
• Take risks
• Be positive

Your colleagues say you

• Are ambitious and self-driven
• Have an international mindset
• Are driven by a good competition
• Are efficient in time management
• Are a strong, actionable communicator
• Know all the latest growth trends
• Never settle for more than the best result
• Can be firm on project deliverables

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
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 with 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!

Working at LanguageWire — why we like it:
“Being surrounded by so many talented colleagues is one of the best things about working at LanguageWire. The working atmosphere is great, and being part of such a multicultural team represents an enriching and incredible opportunity for the development of my career”
(Anna, Operations Solutions Project Manager, Valencia)
“Why I love my job at LanguageWire? Three things: Team Spirit, Goals and Caring Leadership. It begins and ends with the team. I am motivated because I work with a great team of people who know how to work together, know each other, and thrive when working collaboratively to achieve our goals. We care about each other. As a leader, you need to embrace the whole team to make the team great and achieve set goals. LanguageWire takes pride in caring about it all.”
(Marianne, Customer Success Director, Aarhus)
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
• Enjoy flat hierarchies, direct feedback, and room to stand up for your own ideas
• We are a fast-growing tech company that enables you to develop, be part of the decision-making processes, and suggest new and fresh ways to come up with solutions
• International company. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta and Valencia
• 360 employees with great gender and cultural diversity
• A lot of responsibility and freedom
• We are committed to bringing in top talent from all sectors and countries
• Enjoy LanguageWire’s 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," or part-time from the office as a "Nomad,".
• We take care of our people with great benefits, professional development opportunities, and get-together initiatives like online fitness classes, yoga, Christmas parties, etc. We have fun!

Leuven Perks

• 25 great colleagues in different business departments
• A tight-knit and friendly team that is always happy to welcome new members
• A modern and bright office space with a splendid view of the city of Leuven
• Close to the station and city center with a spacious kitchen for lunch or an informal chat
• Freshly ground coffee from the coffee machine, tea and fresh fruit every week
• Monthly Town Hall event broadcast from HQ in Copenhagen
• Events and teambuilding activities throughout the year (Christmas party, BBQ, breakfast with the team)

Want to know more?
We can’t wait to meet you! So, why wait ’til tomorrow? Apply today!
If you have any questions, please reach out to People Acquisition Partner, Marta Jastrzebowska, at majs@languagewire.com or Katelyne Borremans, Senior Director of Customer Success, at kabo@languagewire.com.