Project Manager - Client Services

Project Manager - Client Services

Description

Position Title

Project Manager - Client Services (Title Manager)

Primary Responsibilities :

Foster a collaborative rapport with clients to maintain strong service relationships.

Be the key point of contact for clients and internal Deluxe teams for your portfolio of projects, ensuring that project details and instructions are communicated effectively, and key stakeholders are engaged and regularly informed on the status of project progress, delivery schedules and performance metrics.

Collaborate and liaise with vendors and cross-functional teams to schedule, action and deliver work orders per client requests, and onboard any new client requirements and specifications.

Set up, manage and track work orders, assets and schedules in Deluxe's order management systems & trackers.

Coordinate the creation of dubbed audio, scripts, audio description tracks, subtitles, closed captions, or related deliverables with internal teams and vendors to ensure delivery deadlines are met on time and within budget.

Daily monitor and identify work orders that are at risk of missing customer-specific SLA requirements and escalate orders that are in jeopardy.

Proactively identify potential project / workflow issues and escalate them to the next level of management as required.

Troubleshoot and formulate solutions to project / workflow issues and communicate them back to the client.

Manage change orders by negotiating deliverable due dates between clients and internal departments, balancing internal capacity with external requirements

Provide direction on priorities to account coordinators and operation teams.

Identify solutions for increased client service and process improvements, and assist with driving workflow & system innovation opportunities with clients.

Initiate and execute corrective and preventative actions as needed, as well as create procedures to improve quality and efficiency of deliverables / workflows in the future.

Develop professional expertise in technical and creative aspects of localisation and how these services fit within the Deluxe ecosystem and the entertainment industry.

Perform other related duties as assigned by management.

What you bring :

Previous experience in a client-facing role, preferably in the entertainment and / or localization industry. Project management experience is required, specifically with managing timelines, budgets, quality, and client relationships.

Video streaming platform project management experience is highly advantageous.

Native / professional / advanced spoken & written proficiency in Japanese, supplemented with fluent English skills.

Understanding of localization / media processes and experience managing the localization of content to different regions.

Proficient with the MS Office suite of programs, and other software involving inventory, order processing, project management, and database software.

Ability to work some extended / flexible hours and / or weekends to meet project deadlines.