ABOUT:

Acclaro is a translation service and platform that helps the world’s leading brands succeed across cultures. Through a fine-tuned process, top industry talent and leading technologies, we make a long-term investment in our clients’ global brands.

Working in over 125 languages and with offices around the globe, Acclaro helps clients open new markets and gain a competitive edge by expertly adapting their brands and products with fast, high-quality translations.

DESCRIPTION:

The Global Program Manager is a strategic, client facing role responsible for leading the global production and account success for a portfolio of accounts. The Global Program Manager leads a distributed team of project managers, linguists and technical leads and is responsible for project/service delivery, account financials, building business relationships with customers, and customer satisfaction.

RESPONSIBILITIES:

  • Act as lead operations contact for customers; understand customers’ business objectives and guide team to solve challenges and deliver services to meet those needs
  • Define and customize client translation and localization programs, with the ultimate goal of helping clients achieve their global objectives
  • Lead global project team of project managers, linguists and technical leads in delivering exceptional customer service
  • Drive account-focused process initiatives to increase efficiencies through automation and continuous improvement
  • Provide localization expertise to guide clients on localization processes and best practices
  • Seek opportunities to increase revenue from existing clients
  • Responsible for customer retention and successful management of existing lines of business to support organic and profitable account growth
  • Serve as escalation point for client issues; lead prompt and thorough root cause analysis and issue resolution process
  • Own account financials
  • Oversee ongoing work across project team; provide day to day support for complex localization projects including tool management, translation and technical production services
  • Monitor performance against program SLA and KPIs
  • Lead account level meetings, client interactions, prepare and present QBRs
  • Troubleshoot, solve and when needed, escalate project-related issues to senior operations management
  • Offer transparency, accessibility and accountability to clients and internal team for all projects

REQUIREMENTS:

  • Three to five years of experience in external client services at a localization or similar agency
  • Demonstrated experience managing continuous localization programs
  • Direct experience working with Translation Management Systems, specifically with Smartling platform a plus
  • Experience directly managing project managers with a focus on coaching and mentorship
  • University degree or demonstrable equivalent in languages, marketing, communication, business or technology
  • Exceptional oral, written and interpersonal communication skills and awareness of cross-cultural issues
  • Strong customer service, analytical and problem-solving skills
  • Innovative and creative
  • Well-organized with an ability to prioritize and proactively offer solutions
  • Leadership and supervisory skills
  • Extensive knowledge of localization tools, standards and translation processes

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.

TO APPLY:

Please submit your application here.