Executive Customer Success Manager (ECSM)

TransPerfect

About The Position

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. Who We Are: TransPerfect is the world's largest provider of language services and technology solutions for global business. From offices in over 100 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 5,000 global organizations employ TransPerfect's GlobalLink® technology to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at www.transperfect.com. What You Will Be Doing: Serve as the central point of contact for client relationships post-contract signature, ensuring seamless communication and support Proactively learn about clients’ industries, business needs and company culture, educate the project team, identify new business opportunities, and deliver a high-level of service Oversee the on-boarding of new customers and projects Facilitate discussions, analyze, and document customer requirements in collaboration with operations and tech teams Arrange and facilitate training of customers and internal teams Monitor and communicate project progress, ensure strict adherence to deadlines and budgets, and deliver produce high-quality deliverables Act as the customer’s advocate, identify areas for improvement, support complaints, manage escalations, and solve customer’s business problems Measure performance, analyze deviations and drive corrective actions Lead internal and external communication and report progress Measure customer satisfaction and report account status metrics Organize governance and/or quarterly business reviews to report progress and capture feedback for clients where needed Optimize existing accounts through regular audits, analysis, and process improvement initiatives Collaborate with internal and external technology and product teams to define and deploy a roadmap for both internal and external teams •Work closely with Sales to propose new services or technology to the client Grow existing client relationships through service and technology Manage the customer’s needs and expectations, balancing customer satisfaction and account profitability Support the customer in new technology deployment, process improvement and business growth initiatives Provide Financial oversight of account and project contracts Monitor employee time against budgets Be involved in bigger picture aspects of the business versus exclusively managing projects Participate in and support Quality Assurance with clients and regulatory audits, as necessary Be knowledgeable in Trial Interactive systems to appropriately support clients and recommend process improvements Become a Subject Matter expert for client supported technologies Be involved with training and mentoring of new employees, as needed Support estimated Managed Revenue of $2M+ US dollars Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor Who We Are Looking For:

Requirements

Strong problem-solving and analytical skills, with the ability to think strategically and act tactically
Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams)
Extreme focus on customer experience and understanding the voice of the customer
Excellent customer service skills with the ability to balance multiple tasks
Superior written and spoken communication skills in English
Ability to work under pressure and meet deadlines
Strong technology skills
Aptitude for forging strong partnerships/relationships across the organization including operations, business development, production, and quality and customers
Ability to travel as needed to meet with clients and attend industry events
Minimum Bachelor’s degree in Clinical Research, Life Sciences, Business, or equivalent experience
Minimum 5 years’ experience in Customer Success, Project Management and/or Program Management
Minimum 5 years’ experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)

Nice To Haves

Leadership experience in managing / supporting teams
Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
Work well with people from a variety of different backgrounds and cultures
Can work independently and part of a team
Strong knowledge of technology within the industry

Responsibilities

Serve as the central point of contact for client relationships post-contract signature, ensuring seamless communication and support
Proactively learn about clients’ industries, business needs and company culture, educate the project team, identify new business opportunities, and deliver a high-level of service
Oversee the on-boarding of new customers and projects
Facilitate discussions, analyze, and document customer requirements in collaboration with operations and tech teams
Arrange and facilitate training of customers and internal teams
Monitor and communicate project progress, ensure strict adherence to deadlines and budgets, and deliver produce high-quality deliverables
Act as the customer’s advocate, identify areas for improvement, support complaints, manage escalations, and solve customer’s business problems
Measure performance, analyze deviations and drive corrective actions
Lead internal and external communication and report progress
Measure customer satisfaction and report account status metrics
Organize governance and/or quarterly business reviews to report progress and capture feedback for clients where needed
Optimize existing accounts through regular audits, analysis, and process improvement initiatives
Collaborate with internal and external technology and product teams to define and deploy a roadmap for both internal and external teams
Work closely with Sales to propose new services or technology to the client
Grow existing client relationships through service and technology
Manage the customer’s needs and expectations, balancing customer satisfaction and account profitability
Support the customer in new technology deployment, process improvement and business growth initiatives
Provide Financial oversight of account and project contracts
Monitor employee time against budgets
Be involved in bigger picture aspects of the business versus exclusively managing projects
Participate in and support Quality Assurance with clients and regulatory audits, as necessary
Be knowledgeable in Trial Interactive systems to appropriately support clients and recommend process improvements
Become a Subject Matter expert for client supported technologies
Be involved with training and mentoring of new employees, as needed
Support estimated Managed Revenue of $2M+ US dollars
Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor