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

Role Description As a key contributor to our team, you will play a vital role in building and maintaining strong relationships with B2B agencies, ensuring their satisfaction and long-term engagement with our services. This position requires proactive communication, problem-solving skills, business development, and support in organizing events for agency clients. Additionally, you will be responsible for identifying new opportunities with agencies, fostering lasting partnerships, and managing multiple responsibilities simultaneously. Your work will directly contribute to business growth by strengthening connections within the B2B space. Key Responsibilities - Agency Relationship Management: - Act as the primary contact for B2B agencies, addressing their needs and ensuring a seamless experience. - Foster strong, long-term relationships that contribute to agency retention and satisfaction. - Provide ongoing support to agencies to maximize their success with our services. - Business Development & Outreach: - Conduct outreach efforts to establish connections with potential B2B agencies and generate new opportunities. - Expand our network by identifying and securing partnerships with new agencies. - Develop strategies to drive growth within existing agency relationships. - Event Coordination & Support: - Assist in planning and executing events such as in-person meetings, webinars, and networking sessions for agency clients. - Work closely with internal teams to ensure events are well-organized and align with business goals. - Strategic Growth & Market Research: - Conduct research to identify industry trends and potential partners, contributing to targeted outreach strategies. - Collaborate with agencies to explore new opportunities and expand service offerings within existing accounts. - Ongoing Client Engagement & Support: - Provide follow-up communications to ensure agency satisfaction and uncover additional partnership opportunities. - Assist senior team members in daily activities, supporting overall business objectives. Qualifications - Ability to manage multiple agency accounts and projects simultaneously. - Experience in client success, sales development, or a related field. - Strong interpersonal and communication skills to establish and maintain relationships. - Proficiency in CRM software and other client management tools. - Excellent organizational skills and attention to detail. - A proactive, self-motivated approach to problem-solving. - Experience in event planning is a plus. - Ability to collaborate effectively across teams. - Customer-focused mindset with strong analytical skills.

Role Description Customer Success is crucial for building strong customer relationships. We're looking for someone tech-savvy to ensure our clients have a great experience. - Develop and nurture relationships with selected accounts for successful campaigns. - Be a trusted advisor and expert in our DemandFactor offerings. - Work with internal experts to deliver excellent campaign leads and ensure clients are happy. - Collaborate with the Sales team from proposal to delivery, addressing options and integrations. - Manage account documentation, including reports and recommendations. - Handle post-sale account management, fostering growth through great customer service. Qualifications - Excellent written and verbal communication skills with a strong connection to customer success. - Minimum two years of account management or customer service experience preferred. - Highly organized and detail-oriented, able to handle over 30 clients effectively. - Ability to thrive collaboratively in a team and independently with minimal supervision. - Strong problem-solving skills, with the ability to engage and interact with internal teams. - Logical thinking to diagnose and resolve issues, recognizing when escalation is needed. - Comfortable learning various software, from MS Office (Excel) to CRM systems. - Time Management and Effective Prioritization skills to ensure efficient handling of tasks and responsibilities in a dynamic work environment.

• Design success for a portfolio of enterprise and strategic customers throughout their lifecycle. • Lead strategic conversations with customers to align our platform as a solution to their business challenges. • Serve as a confident subject matter expert as it relates to the SecurityScorecard platform. • Manage the gross and net retention of your portfolio; including forecasting and efficient execution. • Work with CS and Sales VPs to continuously improve the customer journey.