Senior Project Manager

Lionbridge Technologies London a month ago

Senior Project Manager

Senior Project Manager roles are focussed on building mutually beneficial Business relationships with our Customers, which help them solve their Business challenges and allow Lionbridge to grow its own business with these Customers.

As a Senior Project Manager, you will be responsible for the day-to-day management of one or more complex programs. You may also manage project manager(s). The role requires class-leading customer 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. Collaboration with multi-location and cross-functional teams will be key, particularly with our Global Delivery Centres, technology services and management teams to maintain and improve customer satisfaction, revenue and margin.

As well as driving Customer Success, a key focus will be to act as an advocate for new services including our global digital marketing offerings.

Key Responsibilities:
  • Personally, engage with customers as senior Customer Success leader: understand customers' business needs and challenges: lead global teams to execute on defined solutions across all service offerings
  • Be able to recognize Customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, quality and management teams.
  • Be aware of, and actively seek out opportunities for increasing program revenue.
  • Review customer satisfaction regularly and focus on meeting and exceeding customers' expectations.
  • Collaborate with our Sales team to ensure Customer Retention and Growth
  • While working with our off-shore teams, plan and monitor Programs to meet deadlines, quality and budget requirements. Focus on continuous improvements and cost savings through offshoring, Technology application and utilisation of global skillsets within Lionbridge.
  • Manage and deliver multiple work streams for various types of Customer projects to agreed scope, timings, budget and quality.
  • Work with internal teams to help define project scope, resource requirements and cost estimates for projects.
  • Collaborate with internal teams to initiate and implement procedural changes and customized workflows.
  • Own and maintain project financials, including revenue recognition, revenue forecasting and billings.
  • Drive Quarterly Business Review [QBR] processes together with the client. Focus on upselling and optimisation during weekly and quarterly meetings.
  • Optimisation through Automation - providing innovative technical solutions to improve process workflows.
  • Set objectives and training requirements for PMs in the team and coach and help them to achieve growth and development in their role. Deliver input for formal performance reviews to upper management
  • Report on a regular basis to Global Program Director, Director of Program Management and Site Management
  • Participate in development of SLA and SOW docs as well as Pre-sales\RFP processes

Requirements:
  • 4 to 6 years' experience as a Project Manager, ideally in a Localization or similar environment.
  • 3rd Level degree in Business / Marketing or relevant experience.
  • Top-class communication skills, both written and verbal. Verbal to include internal and external situations i.e. a) small-group face-to-face and online meetings and b) presentations to larger groups.
  • Strong customer service, negotiation and problem-solving skills.
  • Strong interpersonal and leadership skills.
  • Some experience in people management.
  • Ability to function productively and proactively in a fast-moving environment.
  • Ability to deal effectively with ambiguity while ensuring that challenging delivery timelines are met.
  • Fluency in English is mandatory. Fluency in additional language(s) would be a significant advantage.
  • PMP, Agile or Six Sigma certified an advantage
  • Experience as a Digital Project Manager in a Digital agency or similar environment would also be an advantage.
  • EU Resident