Customer Success Consultant – Language Service Providers

As a Customer Success Consultant (CSC) and member of XTM’s Sales team, your primary goal will be to develop strong relationships with Language Service Provider (LSP) customers, connecting with key business executives and stakeholders to drive renewals and identify growth opportunities within the partnership. Ultimately, a successful CSC should deliver value to our LSP customers by collaborating with our Sales, XTM Xperts, Product and Support teams to expand partnerships, increase LSP customer retention, solve issues, and drive satisfaction.

Since 2002, XTM International has been providing an innovative and cost-effective translation management system that is used by globally known companies. If you are open for new opportunities, don’t hesitate and join us!

What You’ll Be Doing:

  • Prepare Success Plans for each LSP customer account based on inputs including current entitlement and usage data, relevant product and customer updates or highlights, and clear recommendations and next steps in the journey to drive value to our LSP partners and their end clientsLead structured success meetings (can also include QBRs) with LSP customers to review their Success Plan and collaborate with them to maximize positive business outcomes to drive efficiencies within their workflow
  • Act as a trusted advisor that continuously builds confidence through clear communication and by delivering on commitments
  • Ensure a solid understanding of the LSP customer’s technical environment, business goals, and best practices to recommend ideal solutions
  • Provide expert coaching to LSP customers on individual elements of the success plan and respond to inbound, ‘how-to’ inquiries that fall between technical support issues and consulting services
  • Utilize strong project management skills to implement Success Plans and ensure that both the customer and internal teams (Xperts, Support) are working towards mutually agreed to objectives
  • Conduct periodic check-ins with LSP customers to ensure XTM is delivering value and driving desired outcomes. Collaborate joint reviews between LSPs, Enterprise clients, and XTM to ensure the maximum amount of ROI and transparency in our partnership goals
  • Monitor LSP’s customer satisfaction closely. Execute targeted, proactive outreach to address account risk early
  • Work towards achieving annual sales targets and agreed to key performance indications (KPIs) related to customer account growth, retention, and satisfaction
  • Continuously learn and build expertise across XTM products, services and assigned LSP customers

 

What We’re Looking For:

  • 2+ years of work experience in a Customer Success, Account Manager, or other similar roles within the translation/localization service industry. Experience with SaaS-based solution management is a plus
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Experience delivering client-focused solutions to achieve customer business outcomes, with a proven ability to deliver and grow customer value with enterprise technology solutions
  • Passion for customer success and experience achieving high levels of customer satisfaction
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Self-motivated and self-disciplined to work successfully in a remote environment
  • Enthusiastic and “can do” attitude

What we offer:

  • Attractive commission scheme
  • A dynamic, international working environment
  • Training and personal development opportunities
  • Working with experts in the field of language technology and localization
  • Participation in international conferences and industry leading events
  • Remote working

Customer Success Consultant – Language Service Providers

  • Location: Europe (remote)
  • Department: Customer Success
  • Employment type Full time
  • Minimum experience: Mid-level
  • Deadline: Ongoing
APPLY NOW!

XTM International is a leading software development company with an impressive list of customers around the globe. Join our team and drive innovation that matters.

If you have any questions, drop us a line at jobs@xtm.cloud.