Senior Customer Success Consultant

XTM Group is dedicated to delivering cutting-edge solutions in the field of translation management. Our mission is to help enterprises reach global markets more efficiently by creating, delivering, and supporting an industry-leading platform to automate and manage all aspects of the localization process.

Our culture emphasizes teamwork, collaboration, and a passion for language technology to better serve customers and employees. We are dedicated to creating a solution-oriented and inclusive environment where everyone feels valued and can contribute their best. Our core values guide their actions and are the foundation of our company culture, driving us to achieve the vision of being the leading Translation Management System for enterprises.

As a Senior Customer Success Consultant, you will be a trusted advisor and strategic partner to our key customers. This means being responsible for developing and maintaining strong and long-lasting relationships with a portfolio of key customers, ensuring their satisfaction and retention.

You will collaborate with cross-functional teams to identify and execute strategies to grow revenue and meet strategic business objectives. The role requires a deep understanding of both the customer’s business needs and the capabilities of the products or services offered. 

You will play a pivotal role in providing strategic guidance to key customers ensuring the optimal utilization of our products/services to meet their business objectives.

Responsiblities

Scope of tasks

Client Relationship Management:

• Build and maintain strong, trusted relationships with key customers
• Develop a deep understanding of your customers’ business needs, objectives, and challenges
• Proactively communicate with customers to assess satisfaction and address concerns

Strategic Planning:

• Develop and implement strategic account plans aligned with customers’ business objectives
• Identify growth opportunities within existing accounts and propose solutions
• Work closely with customers to understand their future needs and align offerings accordingly

Internal Collaboration:

• Coordinate improvement workstreams with cross-functional teams, including sales, marketing, and product development, to meet and exceed customer expectations
• Provide feedback to internal teams based on customer insights to continuously improve products and services

Sales and Revenue Generation:

• Meet and exceed sales targets within assigned accounts
• Upsell additional products or services to existing customers
• Identify new business opportunities within existing accounts

Contract Negotiation:

• Negotiate and renew contracts with customers, ensuring terms are favorable for both parties
• Draft and review proposals, agreements, and other contractual documents

Problem Resolution & Continuous Improvement:

• Address and resolve customer issues in a timely and satisfactory manner
• Collaborate with cross-functional teams to troubleshoot and resolve customer concerns
• Continuously assess and improve customer success processes and workflows

Market and Industry Knowledge:

• Stay informed about industry trends, market conditions, and competitor activities
• Use market knowledge to identify opportunities and threats for the company
• Continuously learn and build expertise across XTM group products, services and assigned customers