The GPM role will have overall responsibility for managing customer communications locally in the Asia time zone. The role will be part of the global team and it requires a collaborative approach with the wider and senior owners within the global team in order to deliver the global centralized agreed Lionbridge services to the new GCA region. The GPM will be responsible for driving customer expectations and educating customer contacts on the centralised services and model while keeping the wider Lionbridge global and production team informed of customer updates. The role requires regular interaction with the wider Lionbridge teams and sites. Also intimate knowledge of the customers and proactive engagement are a must for this senior role.
This GPM role requires Excellent Communications skills - English and Mandarin (preferred Asian language) is essential
Ability to set customer expectations
Ability to negotiate with customer
Excellent presentation skills essential
5+ years Localization experience
Located locally in Asia (preferably Beijing) time zone
Act as first point of contact for clients within the Customer Org within the Asia region. Forge strong relationships with the customer interfaces. Understand the client team dynamic, their business goals, priorities and challenges.
Gather and review financial reporting, VAR, Labour and PCM results, customer complaints and KPI data, together with the responsible PM.
Actively lead pre-sales efforts to win and on-board new customers, leveraging own experience and the experience from supporting teams within Lionbridge
Ensure the accuracy of financial project data, workflows, schedules and processes to maximize efficiency and profitability for one or more complex programs.
Bring the accounts to a new level of delivery, bring high level of value add to the account - improved processes, innovation, efficiencies, ensuring our internal teams consistently exceed quality standards
Participate in customer requirements planning and ensure that account teams are aligned with current and future customer requirements. Drive Quarterly Business Review [QBR] processes together with the client. Focus on upselling and optimisation during weekly and quarterly meetings
Overall responsibility for the timely flow of all account project actions from initiation to delivery, ensuring that projects meet quality, turn-around time and budget expectations
Contribute to global initiatives, meetings and process and system enhancements for one or more complex programs.
Set objectives and training requirements for PMs in the team and coach and help them to achieve growth and development in their role. Deliver input for formal performance reviews to upper management
Report on a regular basis to GPM/GPD, Director or Program Management and Site Management
Monitor daily work and performance of PMs in the GDCs. Address inadequate and reinforce good performance.
Participate in development of SLA and SOW docs as well as RFP processes
Experienced in negotiating with customer and setting customer expectations
Experience in complaint communications and resolving with customer
Located locally in China and covering the local Beijing time zone
Native Mandarin speaker
Over 5 years' experience in Project Management, 2 of which must be at lead level
Excellent Client Communication and Management skills
Minimum 3 years' experience in leading localization or Digital Marketing accounts
Expertise in written communication: e-mail, status reports, proposals, etc.
Excellent Presentational skills is essential
Excellent at managing people: team building, conflict resolution, stakeholder management, negotiation, and decision making.
Experience in managing multiple project types such as web projects and/or online content preferred.
Thorough understanding and experience of company budgeting tools and processes.
Experience of working with offshore teams
Fluency in English.
Strong experience using Microsoft Packages
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