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CM business partner

Seoul, Korea, Republic of

CM business partner

  • Seoul, Korea, Republic of


JOB DESCRIPTION TEMPLATE Community Management Business Partner (CMBP)

At Lionbridge, our Community of professional and crowd translators, interpreters, MT post editors, testers, and subject matter experts is at the heart of everything we do. Our mission is to pair the right resource with the right project, at the right cost and the right quality level. As a CMBP, your goal is to partner with our customers and operational teams to understand requirements and develop the best possible strategy to meet their goals. You are responsible for ensuring that we have a consistent, scalable, and engaged pool of partners, and that they are deployed in the most effective way across our many verticals, domains and customers.

What You Will Do:
  • Act as the bridge between customer goals & requirements and our community partners
  • Represent the community during customer and internal meetings
  • Vet and sync business requirements and map these to community driven results
  • Live and breathe the Community Management Team Charter of:
    • We are the bridge between customers, project managers and the community
    • We are their voice
    • We own the performance and the results
  • Own the capacity management for assigned accounts:
    • Launch sourcing requests
    • Ensure successful utilization of new community partners
    • Lead continuous engagement strategies for your region, solution, vertical
  • Live a community centric mentality: community experience is at the heart of everything we do
  • Treat community partners like they are our customers and act in their best interest by pushing for process, technology, and experience improvement
  • Utilize the strength of the community in new and creative ways
  • Through your actions, directly impact core metrics of:
    • Customer NPS
    • Community NPS
    • Community Satisfaction
    • New partner utilization
    • Translator retention
    • Community size and scale
  • Act as the bridge between customer goals & requirements and our community partners
  • Represent the community as senior stakeholder during customer and internal meetings
  • Vet and sync business requirements and map these to community driven results
  • Live and breathe the Community Management Team Charter of:
    • We are the bridge between customers, project managers and the community
    • We are their voice
    • We own the performance and the results
  • Own the capacity management for a set of assigned team members and their customers:
    • Launch sourcing requests
    • Ensure successful onboarding of new resources
    • Lead continuous engagement strategies for your region, solution, vertical
  • Live a community centric mentality: community experience is at the heart of everything we do
  • Treat community partners like they are our customers and act in their best interest by pushing for process, technology, and experience improvement
  • Utilize the strength of the community in new and creative ways
  • Through your and your team's actions, directly impact core metrics of:
    • Customer NPS
    • Community NPS
    • Community Satisfaction
    • Onboarding journey graduation
    • Translator retention
    • Community size and scale


To Be Successful You Will Have:

  • Proven experience delivering world class customer service
  • High ability to manage multiple competing interests, stakeholders and priorities
  • A critical eye for using data to guide business decisions
  • Strong organizational abilities: time and priority management, negotiation, conflict resolution, stakeholder management
  • Strong communication skills
  • Thorough understanding of basic financial concepts
  • A high degree of self-motivation, proactiveness, flexibility, solution-driven mindset, and can-do attitude
  • Native Korean with a high level of proficiency in spoken and written English
  • 3+ years experience in community management, customer success, customer support, supply chain management or a related field
  • 2+ years experience in the localization industry


In Return You Can Expect:

  • Continuously challenging work in a fast-paced, global and multi-cultural company and industry
  • The ability to directly drive meaningful and positive outcomes for our community partners
  • To work with exceptional, passionate, globally based colleagues and customers
  • To be part of a major organizational transformation towards a customer, community, and tech first led business
  • Leadership that consistently takes an "employee first" approach and actively aids in your success


About Us

Lionbridge partners with brands to break barriers and build bridges all over the world. For 25 years, we have helped companies connect with their global customers and employees by delivering translation and localization solutions in 350+ languages. Through our world-class platform, we orchestrate a network of passionate experts across the globe who partner with brands to create culturally rich experiences. Relentless in our love of linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers' customers. Based in Waltham, Massachusetts, Lionbridge maintains solution centers in 23 countries. Learn more at www.lionbridge.com.

If the scope and opportunity of this role interests you, then please click to apply.

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