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Customer Success Specialist

Warsaw, Masovian Voivodeship, Poland

Customer Success Specialist

Warsaw | Masovian Voivodeship | Poland

Customer Success

Our company:

Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000professional cloud workers, we provide translation, digital marketing, global content management, and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, Mass., Lionbridge maintains solution centres in 28 countries.

Job Description:

The Customer Success will ensure Lionbridge Customers achieve a significant return on investment and feel successful with their solutions. You will effectively be onboarding and complex implementation of products, services and training to new and existing customers.

Your responsibilities:

• Serve as the primary post-sales point-of-contact for Lionbridge portfolio of business customers

• Proactively work directly with large enterprise business customers, interacting with various levels of management ranging from Directors to C-level executives

• Partner with Sales to ensure prospective customers have full awareness of the Customer Success program and the competitive differentiators

• Partner with customers to establish clear business goals, timelines, priorities and metrics of success

• Develop and maintain a deep understanding of customers' business drivers, and steer program activities to align with those initiatives

• Develop a targeted adoption plan, based on opportunities to increase user adoption and engagement

• Analyse and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behaviour and increase user productivity

• Partner with sales to identify renewal, expansion and up-sell opportunities in the post-sales cycle

• Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs

• Ability to effectively manage customer expectations and create realistic expectations

Main requirements:
  • Ability to speak German and/or French and/or Italian and/or Spanish and/or Dutch + English fluently
  • Customer-focused with excellent communication (written and verbal) and presentation skills.
  • Detail-oriented with a self-starting ability.
  • Ability to work within a new, evolving role with new processes that will require refinement over time.
  • Ability to deduce required activities based upon proactive analysis of customer metrics.
  • 2 years' work experience in a customer success or equivalent customer facing role.

Lionbridge is an Equal Employment Opportunity Employer. All qualified candidates will receive equal consideration for employment without regard to race, colour, national origin, gender, age, religion, sexual orientation, marital status, mental or physical disability, or protected veteran

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.
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