Job Overview
We invite you to join an innovative organization that is leading the way in AI-enhanced enterprise translation solutions. Our cutting-edge suite, which includes a Contextual AI Engine, Connector APIs, and Human Adaptive Feedback, enables global enterprises to implement AI translation strategies that align with their business objectives. Our technology distinguishes itself through its advanced capabilities, delivering precise, business-focused outcomes by grasping the nuances of content and target audiences. You will benefit from a flexible work environment that skillfully blends collaborative in-office sessions with the freedom of remote work, thereby promoting both creativity and productivity.
Key Responsibilities
- Serve as the primary Customer DRI (Directly Responsible Individual), managing the overall customer experience and championing their success with our platform and services.
- Develop and sustain long-term relationships with key customer stakeholders, providing expert guidance on product utilization, best practices, and industry insights.
- Conduct routine check-ins and Quarterly Business Reviews (QBRs) to evaluate account health, strategize for future plans, and recognize growth opportunities.
- Proactively identify and pursue upselling and cross-selling avenues for additional services or features.
- Collaborate closely with Account Executives to synchronize customer strategies, drive shared success, and optimize revenue potential.
- Monitor customer health and engagement metrics, addressing issues in a timely manner and implementing initiatives to enhance satisfaction and retention.
- Act as an advocate for customers within the organization, gathering feedback, suggesting product improvements, and ensuring their needs are prioritized.
- Partner with Marketing to create compelling customer narratives, gather testimonials, and contribute to case studies and marketing initiatives.
Required Skills
- Extensive experience in the translation and localization/language services sector.
- Exceptional communication and interpersonal skills, with an ability to forge robust relationships and effectively engage with stakeholders at all levels.
- A customer-centric approach, demonstrating genuine empathy and a commitment to understanding and fulfilling customer needs.
- Strong analytical and strategic thinking skills, focusing on delivering substantial results and value for customers.
- Superior time management and organizational abilities, enabling the prioritization of tasks and the management of multiple projects in a dynamic environment.
- Team collaboration skills, with a track record of working effectively across cross-functional teams to drive customer success initiatives.
- Adaptability and versatility, with a readiness to respond to changing priorities, customer requirements, and business demands.
- Experience in conducting QBRs and leading customer meetings effectively.
Qualifications
- A Bachelor’s degree in Business Administration, Marketing, or a related discipline.
- A minimum of 5 years’ experience in customer success, account management, or comparable roles, ideally within the SaaS or language services realms.
- Demonstrated success in managing customer accounts, fostering satisfaction, retention, and growth.
Career Growth Opportunities
In this role, you will have the chance to cultivate and maintain strong client relationships, which are critical for both your personal development and career advancement within the organization. You will acquire valuable experience in strategic guidance and account management, positioning you well for future opportunities.
Company Culture And Values
We are committed to fostering an inclusive and diverse workplace, where innovation and collaboration thrive. Our hybrid work model facilitates both in-office teamwork and remote flexibility, catering to various work preferences and promoting a supportive culture.
Compensation And Benefits
- Competitive salary with market-aligned compensation and on-target earnings (OTE).
- Significant equity options and a 401(k) matching program.
- Generous flexible time off policies including company holidays.
- Comprehensive medical benefits encompassing medical, dental, and vision coverage.
- Paid parental leave following six months of employment.
- A monthly lifestyle benefit stipend through the Fringe platform, enabling you to customize benefits that suit your lifestyle.
Employment Type: Full-Time