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.ResponsiblitiesScope of tasksClient Relationship Management:Build and maintain strong, trusted relationships with key customersDevelop a deep understanding of your customers' business needs, objectives, and challengesProactively communicate with customers to assess satisfaction and address concernsStrategic Planning:Develop and implement strategic account plans aligned with customers’ business objectivesIdentify growth opportunities within existing accounts and propose solutionsWork closely with customers to understand their future needs and align offerings accordinglyInternal Collaboration:Coordinate improvement workstreams with cross-functional teams, including sales, marketing, and product development, to meet and exceed customer expectationsProvide feedback to internal teams based on customer insights to continuously improve products and servicesSales and Revenue Generation:Meet and exceed sales targets within assigned accountsUpsell additional products or services to existing customersIdentify new business opportunities within existing accountsContract Negotiation:Negotiate and renew contracts with customers, ensuring terms are favorable for both partiesDraft and review proposals, agreements, and other contractual documentsProblem Resolution & Continuous Improvement:Address and resolve customer issues in a timely and satisfactory mannerCollaborate with cross-functional teams to troubleshoot and resolve customer concernsContinuously assess and improve customer success processes and workflowsMarket and Industry Knowledge:Stay informed about industry trends, market conditions, and competitor activitiesUse market knowledge to identify opportunities and threats for the companyContinuously learn and build expertise across XTM group products, services and assigned customers