Senior Project Manager

Project Manager

Position Summary

As a Project Manager for Over-the-Phone Interpretations (OPI), you will assist with day-to-day management of a complex interpretation program. You will be a customer-facing contact, and in some cases the primary contact, responsible for effective communication with customers and delivery of interpretation services. The role requires collaboration with internal and external teams, particularly Operations management, Sales, and the Support team, to maintain and improve key performance indicators as well as customer satisfaction.

What You Will Do
 

Business and project needs will determine the exact nature of the tasks to be performed.

Core responsibilities include:

• Manage customer deliverables and relationships for high-profile OPI customers.
• Manage day-to-day client communications including complaint resolution, configuration changes, questions about the service, and any other questions.
• Complete onboarding for new clients from deal close through launch, including kickoff meeting with sales, account set-up, and user guide creation.
• Monitor KPI and SLA attainment for all assigned customers monthly.
• Send customers scheduled and ad hoc reported as needed.
• Create or contribute to customer presentations on a monthly, quarterly, or annual basis.
• Work with finance team to ensure accurate invoicing and timely payments from customers.
• Review financial metrics monthly for all assigned accounts; create and implement action plans for any underperforming accounts.
• Maintain or create documentation of best practices, communication cadences, customer contacts, etc. for all assigned accounts.
• Ensure accurate client feedback loop by promoting the NPS customer survey at least twice per year.
• Work closely with engineering and technology teams to ensure accurate configuration of customer phone numbers.
• Keep track of customer PO usage and ensure customers open new POs timely.
• Create and maintain best practice workflows for all assigned duties.

To Be Successful You Will Have
 

• Strong customer service, attention to detail, and problem-solving skills.
• High level of adaptability, as new projects and tasks come up often.
• Strong interpersonal skills.
• Fluency in English.
• Strong experience using Microsoft software.

In Return You Can Expect
 

• To be part of one of the fastest-growing verticals at Lionbridge
• To be able to propose new ideas and have them considered and implemented
• To work with great team members, who are as passionate as you!
• An emphasis on individual growth and continuous learning
• To contribute to our amazing team and to Lionbridge's People-First Culture.