Customer Success Manager

Are you passionate about the language industry and technology? Would you like to become the trusted advisor for your customers and see how you contribute to their success? Are you driven by strong team spirit, an international work environment with flat hierarchies and plenty of chances to bring in your strengths and ideas? Are you curious, trustworthy, caring and ambitious? Yes? You should definitely read on!

The role you’ll play

We are looking for a Customer Success Manager to join our Customer Success team, in Zürich. You will be the portfolio owner of middle-sized to big customers from a variety of industries and as such you will have the full overview of your customers and of their budget.

Together with an allocated subject matter expert, you must understand the customers’ organization and thus provide added value to the customer. You are also expected to work closely together with our Operations Solution Team, this in order to optimize processes and improve customer satisfaction, as well as our Business Development team, to support them with leads and onboarding new customers to make our Swiss portfolio grow.

You plan and orchestrate customer business reviews for existing business as much as for up- and cross-selling purposes. You will drive and participate in contract negotiations, both in cooperation with the subject matter expert and the Customer Success Director. You will also be the customer’s go-to person in relation to invoicing and pricing.

The team you’ll be a part of

You will be part of a team of Customer Success Managers based in Zürich, Hamburg and Munich. You will report to the Director of Customer Success, who is based in Munich. Your close Zurich colleagues will be a mixed team with different responsibilities from other LanguageWire departments, e.g. business development and customer development, whom you will be working closely with as well.

While all of LanguageWire’s values Curious, Trustworthy, Ambitious, and Caring are very much lived within our team, we also foster a positive working atmosphere, where we support each other and are very transparent in what we are doing, while we also have a strong focus on growth and personal development.

If you want to make a difference, make it with us by…

• Sustaining account growth and retention within the allocated customer area
• Building and managing account relationships, including all steps throughout customer life-cycle stages, always with the focus on making the Swiss portfolio grow.
• Developing and maintaining high level of customer engagement and satisfaction
• Maximizing product usage through product adoption activities, e.g., online trainings and tool demos
• Ensuring delivery flow within the allocated customer area
• Ensuring customers’ quality expectations are met within the allocated customer area
• Being the voice of the customer
• Embracing the Customer Success mindset to become a trusted advisor
• Applying sales methodology (MEDDICC) to develop the revenue targets

In one year, you’ll know you were successful if…

• You have obtained an overview of your customers and know the company in and out
• You know your customers’ workflow and their need for our services
• You are able to see and generate growth within your customer portfolio by advocating the LanguageWire products and services

Desired experience and competencies

What does it take to work for LanguageWire?

What you’ll need to bring

• A Bachelor/Master's degree within a relevant area (preferred)
• Experience in and passion for commercial planning and execution of customer-oriented activities to deliver on targets
• An interest in technology and technical skills
• Knowledge of how to maintain and develop relationships with new stakeholders from existing accounts
• Experience in monitoring and reporting health performance indicators in a structured way
• The ability to develop and present best-fit solutions for your customers while taking into account continuous improvements in efficiency and automation of workflows
• Professional fluency in German and English (spoken and written)
• The ability to work proactively and independently, but also as part of a team

This will make you stand out

• Experience in the language service provider industry
• High motivation in bringing the cooperation with the customer to the next level
• Eagerness to obtain results
• A structured, analytical and proactive work approach with good problem solving skills

Our perks

• Enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
• Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture
• International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta, Finland and Valencia
• We offer flexible work options tailored to how you work best. Depending on your team, you may have the option to work full-time from the office as an "Office Bee," part-time from the office as a "Nomad," or full-time from home as a "Homey."
• We take care of our people and initiate many social get-togethers from Friday Bars a to Summer or Christmas parties. We have fun!
• 6 great colleagues in the Zurich office with a commercial mindset
• Co-working space with own Team Office on the 6th floor and top-notch infrastructure in Zurich downtown at Westhive Hardturm
• Discount for restaurant in the building, rooftop terrace, showers, and many more benefits

About LanguageWire

At LanguageWire, we want to wire the world together with language. Why? Because we want to help people & businesses simplify communication. We are fueled by the most advanced technology (AI) and our goal is to make customer's lives easier by simplifying their communication with any audience across the globe.

Our values drive our behavior

We are curious. We are trustworthy. We are caring. We are ambitious.

At LanguageWire, we are curious and intrigued by what we don’t understand. We believe relationships are based on honesty and responsibility, and being trustworthy reinforces an open, humble, and honest way of communicating. We are caring and respect each other personally and professionally. We encourage authentic collaboration, invite feedback and a positive social environment. Our desire to learn, build, and share knowledge is a natural part of our corporate culture.

Working at LanguageWire — why we like it: 

At LanguageWire, we use our years of expert experience and knowledge that we've built up in the language industry to share best practices with our customers. We show that we can be a trusted and caring partner by helping our customers to constantly improve their processes by recommending various solutions. In doing so, we can celebrate their successes together.
(Anna-Karin, Business Development Director, Varberg)

I see how we are truly living our purpose. On a daily basis, all LanguageWire employees play a crucial part in enabling our customers' communication needs. We are not just delivering language services, but we help our customers reach their global audience. It’s this purpose that sparks our ambition to continuously improve our customers' experience.
(Tessa Van Winkel, Customer Success Director, Leuven)

Yes, to diversity, equity & inclusion

In LanguageWire, we believe diversity in gender, age, background, and culture is essential for our growth. Therefore, we are committed to creating a culture that incorporates diverse perspectives and expertise in our everyday work.

LanguageWire’s recruitment process is designed to be transparent and fair for all candidates. We encourage candidates of all backgrounds to apply, and we ensure that candidates are provided with an equal opportunity to demonstrate their competencies and skills.

Want to know more?

We can’t wait to meet you! So, why wait 'til tomorrow? Apply today!

If you want to know more about LanguageWire, we encourage you to visit our website!

If you have any questions, please reach out to People & Culture Partner, Sofie Winther, at sow@languagewire.com or the Hiring Leader, Customer Success Director, Heide Möller, at hemo@languagewire.com.

Last updated on May 1, 2024