Customer Onboarding Lead

Full Job Description

Location: Žilina, Slovakia (hybrid)

Department: Language Services

Reports to: WOL Onboarding & Quality Manager

WHO WE ARE

At Acclaro, we're more than a localization company — we're a content intelligence solutions company, and a global team of language enthusiasts, cultural connectors, and technology innovators. Our mission is to help brands speak the world's languages and resonate deeply across cultures by blending human expertise with cutting-edge technology, delivered through a follow-the-sun model that keeps our teams moving around the clock and around the globe.

With over two decades of experience, we support some of the world's most recognizable brands in expanding their global reach. And we're scaling: we've been making material investments in our own AI-native platform, one that's already reshaping how our business — and the localization industry more broadly — works. Join us on our journey to be the model localization company of the next decade, one that's loved by clients, colleagues, and communities alike.

YOUR NEXT ROLE

As our WordsOnline Onboarding Lead, you’ll turn onboarding plans into well-coordinated, reliable launches for new and existing customers. You’ll bring together customer requirements, linguistic assets, workflows, timelines, and cross-functional contributors to keep each onboarding moving forward.

Working with Technical Onboarding, Project Managers, Account Quality Managers, Production, and other platform stakeholders, you’ll independently manage routine and non-routine onboarding activities, resolve issues within your area of expertise, and help teams improve how work gets done. Your contribution will directly support consistent service delivery, stronger customer experiences, and scalable operations across Acclaro.

WHAT YOU’LL DO

• Coordinate the onboarding of new and existing customer accounts into WordsOnline, keeping requirements, owners, dependencies, and timelines aligned
• Analyze onboarding requirements across content types, service levels, linguistic assets, services, languages, and customer-specific needs
• Apply established onboarding procedures and adapt working methods when non-routine account requirements call for a practical solution
• Track onboarding activity across contributors, follow up on dependencies, and communicate progress, risks, and next steps clearly
• Coordinate dry runs, pilot launches, and larger project kickoffs to confirm operational readiness before work moves into production
• Partner with Technical Onboarding, Project Managers, Account Quality Managers, and Production stakeholders to resolve onboarding issues
• Prepare reporting and analysis that highlight progress, recurring challenges, improvement opportunities, and potential onboarding candidates
• Recommend and support practical enhancements to WordsOnline processes and workflows, sharing knowledge that helps colleagues work more effectively

THIS ROLE IS FOR YOU IF YOU

• Have 5+ years of relevant experience in project management, customer onboarding, localization operations, language services, or a related field.
• Are fully proficient in English and comfortable working in a global, remote environment
• Hold a bachelor's degree in a relevant field or equivalent work experience.
• Can perform both standard and more complex role-specific work, adapting procedures and tools to meet onboarding needs
• Make sound decisions on routine and non-routine issues within your area of responsibility, seeking guidance when decisions extend beyond your scope
• Work independently with minimal supervision while keeping stakeholders informed and deadlines visible
• Communicate clearly and persuasively in written and spoken English with customers, colleagues, and cross-functional stakeholders
• Collaborate effectively across disciplines, cultures, and time zones to achieve shared project outcomes
• Stay organized and accountable when priorities change, balancing attention to detail with forward momentum
• Approach complex challenges analytically and creatively, identifying practical solutions rather than waiting for direction

YOU’LL STAND OUT IF YOU

• Have experience working within the localization, translation, or language services industry
• Have hands-on experience with CAT tools, translation management systems, or cloud-based localization platforms
• Have supported customer onboarding, localization production, or language-service delivery in a global environment
• Have coordinated pilot projects, dry runs, or cross-functional operational launches
• Have contributed to process improvements, workflow documentation, or knowledge-sharing initiatives
• Understand how operational efficiency, quality, and cost awareness affect customer and business outcomes
• Are multilingual or have substantial experience collaborating across regions and time zones

WHY JOIN ACCLARO?

• Global Team, Local Impact: Collaborate with colleagues around the world while making meaningful contributions locally.
• People-First Culture: Work in a supportive, inclusive environment that values your voice and wellbeing.
• Flexible Work Style: Enjoy remote work, flexible PTO, and a healthy work-life balance.
• Career Growth: Access mentorship, development programs, and clear pathways for advancement.
• Impactful Work: Help top-tier brands succeed globally while promoting cultural understanding and connection.
• Competitive Compensation & Benefits: Market-leading pay, bonuses, and comprehensive medical and retirement plans.
• Recognition & Support: Be seen and celebrated through regular recognition programs and supportive leadership.

VALUES WE LIVE BY

• Passion with a Purpose – We’re energized by our work and why it matters.
• Go the Extra Mile – We strive for excellence and proactive value.
• Honesty in Action – We act with integrity, openness, and respect.
• Own It, Do It – We follow through, take accountability, and take pride in our outcomes.

INCLUSION & EQUAL OPPORTUNITY - Acclaro is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business needs.

Qualifications And Requirements

Associate

Associate

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