Lionbridge Technologies Waltham , MA 02154
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 100,000 professional 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 centers in 28 countries.
Employee Sub-Group: Regular FT Salaried
Location: Waltham , Massachusetts
Position Title: Global Program Manager
For Lionbridge, we see Customer Success as building mutually beneficial business relationships with our customers, which help them solve their business challenges. The Localization Global Program Manager functions as a customer- facing, results-driven, and innovative operations leader. The role will have accountability for customer relationships, end-to-end program delivery and driving profitable growth.
Customer Engagement The role requires class-leading customer localization engagement involving strong written and verbal communication skills, ability to empathise with and respond to customers' needs, problem-solving skills and the ability to function effectively in a fast-moving, rapidly-changing environment. The Localization Global Program Manager will take the lead in business discussions with customers covering operational and commercial topics.
Customer Satisfaction Leads the way to create exceptional customer experiences and delivers results in customer satisfaction. Acts as overall escalation point for customer account(s) as it relates to quality management. Proactively monitors and shares customer feedback through the Customer Care Database ensuring that appropriate actions are taken and shared with customers in a timely manner.
Operational Excellence Leads in defining, rolling out, and measuring processes for key Lionbridge localization services. The Localization Global Program Manager will lead and certify for operational readiness, provide support in hiring, and will focus on lowering costs related to Customer solutions and services. Collaboration with multi-location, cross-functional localization teams is key, particularly with offshore delivery facilities, technology services and management teams to maintain and improve customer satisfaction, revenue and margin.
Business & Financial The Localization Global Program Manager helps manage the overall financial health of the account(s) and works with onsite and senior operations leadership to drive the overall team to improve all areas (process, people and technology). This includes, but is not limited to, customer satisfaction, evaluation of team performance and behavior, business processes and technology to increase localization productivity and/or profitability.
Team Development and Leadership the Localization Global Program Manager will support hiring, developing and leading the account team. They are responsible for ensuring team processes and roles are well defined as to leverage and grow team members.
Personally engage with customers as a Customer Success leader: understand customers' localization business needs and challenges; lead global teams to execute on defined solutions across service offerings
Recognize customer localization needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, quality, community and management teams.
Manage margin and other KPIs on assigned localization program(s) in line with corporate performance and profitability goals. Lead team members in the achievement of these goals.
Review program financial data and decide how to ensure financial targets are achieved. Ensure that financial reports reflect appropriate KPIs to show performance
Manage operational revenue forecasts and partner with Sales teams on the development of and delivery against sales forecasts.
Through customer localization engagements, be aware of, and actively seek out opportunities for increasing revenue from existing and potentially new business streams.
Drive onboarding of new customers or new business streams with existing customers as appropriate.
Requirements of position:
This position requires extensive inter-personal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time
Passionate about our customers, our technology and our people
Strong analytical/problem solving skills, outstanding organizational skills and agility, strong communication skills (verbal and written), proven project management skills and be a motivated self-starter.
Superior judgment, team building, budgeting, and the ability to work under continual deadline pressure required.
Adaptability, flexibility and the ability to deal with ambiguity and juggle multiple assignments and deadlines associated with working in a fast-paced and changing environment.
Strong negotiation skills while working within established business priorities and constraints.
4+ years' experience in project management or program management.
Fluency in English is mandatory. Fluency in additional languages would be a significant advantage.
BA/BS required. Advanced business degree preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.