Job Description
Job Title
Customer Success Manager
Job Family
Middle Management
Job Grade
E2
Department
Customer Success
Reporting to
Customer Success Director
Direct Reports
 
 
Job Purpose
The purpose of the Customer Success Department is driving Tarjama’s growth strategy in reliance of the existing Customer base. The Customer Success Manager will have full ownership of a client portfolio and will be expected to help grow and expand the collaboration. The successful candidate will be responsible for a commercial budget that is based on upselling and cross selling Tarjama’s products as well as retaining and expanding the existing customer base. Improving the overall customer experience is a key component of this role. Facilitating and driving customer expectations in alignment with delivery and quality, and executing according to the desired scope, quality, and speed are all parts of the additional day to day responsibilities. The Customer Success Manager will be the primary point of contact for the customer, responsible for the commercial decision making in close collaboration with the delivering teams and acting as the client’s trusted advisor. 

 
Duties & Responsibilities include and are not limited to
 
Take full customer ownership of a designated portfolio, responsible for overall budget and growth and hitting commercial targets.  
Building long lasting commercial relationships to understand your client’s short- and long-term objectives, providing value through day-to-day interactions and reporting cadence. 
Become a trusted advisor to customers, embracing the Customer Success mindset and executing decisions on solutions that drive customer outcomes.
Manage customer expectations, facilitating customer dialogue, and executing according to aligned scope, quality, and speed with customers.
Build deep product and service understanding and collaborate with internal teams to facilitate timely and effective solutions.
Monitor and analyze customer feedback and usage data to identify opportunities to improve customer satisfaction and drive customer success.
Maintain close customer interactions, ensuring a deep understanding of their business goals and challenges and regularly identifying upselling and cross selling opportunities.
Regular reporting on your key results such as YoY growth per customer, sold tech/subscriptions, Quality Feedback, and customer success KPIs.
Adhere and continuously improve Tarjama’s documentation and administrative process creating your own account plans, meeting minutes and any other initiatives. 
Contribute to Tarjama’s overall growth and commercial results.
 
Education, Experience & Qualifications
 
Bachelor’s degree in Translation or Business is preferable.
(8-10) years in a customer success role in a commercial corporate setting.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
Strong track record of commercial and selling skills with the ability to self-motivate and grow according to business requirements.
Target driven with strong problem-solving skills and the ability to think creatively and remain solution oriented. 
Highly organized and detail-oriented, with the ability to multitask and manage time effectively.
Positive and enthusiastic attitude, with a passion for delivering exceptional customer service and collaborating with a large team and customer base
Familiarity with LSP industry terminology, translation software, and project management tools is a plus.
Ability to work independently as well as part of a team.
Willingness to learn and adapt in a fast-paced and constantly changing environment.
Ability to work well under pressure and in a fast paced, deadline driven environment.
 
Behavioral Competencies
Technical Competencies
Team player 
Conflict Management
Time Management
Results Orientation
Positively Influencing Others
Responsible and accountable for own achievements
Self-starter
Selling techniques 
Reporting skills 
Commercial and financial acumen
Account & Portfolio Management
Product Adoption
Customer Advocacy
Customer satisfaction & retention
Translation Cat tools and processes