Global Customer Success Associate

Title: Global Customer Success Coordinator

Department: Ministry Technology

Sub-Department: Bible Platforms

Reports to: Product Manager, AVTT

FLSA Status: Exempt

Job Summary:

The Global Customer Success Coordinator reports directly to the Product Manager for Audio Video Translation Tool (AVTT) and supports the successful adoption and day-to-day use of the tool by global translation teams. This role blends hands-on training, trainer network development, workflow coaching, documentation, training media production, and product advocacy.

This role focuses on execution and enablement across customer onboarding, training delivery, trainer support, documentation maintenance, and post-training follow-up. For many translation teams, you will be the primary – and sometimes only – human face of AVTT. Through training, support, and ongoing engagement, you will help organizations understand how AVTT fits into OBT, multimodal translation, and CBBT workflows, while reinforcing the product’s intended use and direction.

The Coordinator regularly interacts with translation teams, consultants, and partner organizations, helping them learn and apply AVTT within established workflows. Insights gathered from the field are documented and shared with the Product Manager and development team to inform product decisions.

International travel is required approximately 2–8 times per year, with each trip potentially lasting up to two weeks, based on training and partner engagement needs.

About AVTT

AVTT (Audio Video Translation Tool) is a browser-based multimodal and oral translation platform designed to support Oral Bible Translation (OBT) and other multimodal Bible translation workflows. It streamlines the translation process—from resource management to recording—so teams can focus on bringing Scripture to life rather than managing tools and files.

AVTT is built for oral-first communities in mind, including those without established writing systems. It enables translation teams to collaborate across oral, textual, and visual modes, with flexible audio and video recording tools (including offline use and later syncing), integrated reference resources, and workflow support for translators, consultants, and community reviewers.

AVTT is also uniquely suited to support Church-Based Bible Translation (CBBT), an emerging and innovative model that places local church translators at the heart of the translation process. By integrating oral drafting, consultant checking, community review, and multimodal collaboration, AVTT strengthens both OBT and CBBT workflows, helping communities access Scripture in ways that are sustainable, participatory, and deeply rooted in their linguistic realities.

Minimum Spiritual and Personal Commitment:

• Demonstrate a personal commitment to Jesus Christ.
• Identify with and participate in a Christian church and proactively seek to grow in their Christian faith.
• Actively participate in organizational prayer, devotional times, and organization-wide events.
• Maintain an exemplary standard of Christian ethics, behavior, and conduct within ABS and in their public and private life outside of ABS and always seek to uphold ABS’ Standards of Conduct and Affirmation of Biblical Community.
• Demonstrate Christian maturity in all interactions as displayed by good judgment based on biblical values and principles.
• Actively incorporate their faith in all aspects of their daily work.
• Demonstrate desire and ability to support organizational biblical and religious goals and participate in regular work-related spiritual activities without reservation.
• Have a personal passion for and belief in the Word of God, its ability to transform lives, and the mission of American Bible Society.
• Demonstrate alignment with the vision, mission, and values of American Bible Society.

Key Responsibilities:

• Responsibility 1: Training and Capacity Building

o Design and deliver AVTT training for translation teams (in-person and virtual).

o Develop clear, culturally adaptable training materials, guides, and workflows.

o Train consultants and regional leaders to become AVTT trainers in their Languages of Wider Communication (LWCs).

o Produce and update training videos in multiple LWCs.

o Provide ongoing coaching and troubleshooting support for teams post-training.

o Build scalable training models that empower local ownership and reduce dependency.

• Responsibility 2: Product Documentation

o Develop and maintain accurate, user-friendly product documentation, including user guides, onboarding materials, and workflow instructions.

o Ensure documentation alignment with product updates, new features, and evolving translation workflows, based on Product Manager guidance

o Coordinate translation and localization of documentation into key LWCs.

o Identify documentation gaps based on user questions and training feedback and propose updates for review.

• Responsibility 3: Product Evangelism & External Engagement

o Represent AVTT at conferences, workshops, and partner meetings as directed by the Product Manager

o Contribute to product evangelism efforts, communicating AVTT’s vision, value, and impact.

o Demonstrate how AVTT strengthens OBT, multimodal translation, and CBBT.

o Gather and share stories, case studies, and field insights to inspire adoption and foster donor interest.

o Build relationships with translation organizations, networks, and training hubs through consistent follow-up and support

o Serve as a bridge between field users and the product team, ensuring real-world needs inform product direction.

• Responsibility 4: Cross-Team Collaboration

o Report directly to the Product Manager for AVTT and meet regularly to align on training strategy, product messaging, and roadmap alignment.

o Provide structured, actionable feedback from translation teams to the development team.

o Participate in product planning discussions by representing the customer's voice.

o Contribute to documentation, onboarding flows, and user experience improvements.

• Responsibility 5: International Field Engagement

o Travel internationally to conduct training workshops, support translation teams, and strengthen organizational partnerships.

o Adapt training and communication styles to diverse cultural and technological contexts.

o Assess field readiness, identify training gaps, and recommend strategic interventions to the Product Manager.

Qualifications:

• Education:

o Bachelor’s degree in Business, Communications, Computer Science, or a related field (or equivalent practical experience)

o Advanced degree or certification in Product Management, Agile Leadership, or Theology/Ministry is a plus.

• Required Experience:

Experience in training, facilitation, or capacity building in cross-cultural contexts.

Strong communication and presentation skills in English and working proficiency in at least one other Language of Wider Communication (LWC) such as:

Spanish, Mandarin, French, Bahasa Indonesian, Swahili, Tok Pisin

Ability to learn and teach technical tools with clarity and patience.

Willingness to travel internationally approximately 20-30% of the time.

Strong organizational, relational, and project management skills.

• Preferred Experience & Skills:

Background in Bible translation, linguistics, or Scripture engagement.

Experience with digital tools for translation, collaboration, education, or media production.

Familiarity with adult learning principles and participatory training methods.

Experience in product evangelism, community-building, or advocacy roles.

Prior work with non-governmental organizations (NGOs), faith-based organizations, or international development initiatives.

• Personal Attributes:

Passionate about empowering local leaders and strengthening global translation ecosystems.

Cross-culturally sensitive, adaptable, and relationally intuitive.

Clear communicator who can inspire confidence and adoption.

Stewardship-minded, valuing impact, sustainability, and wise resource use.

Creative problem-solver who thrives in dynamic, international environments.

Key Competencies:

All ABS staff must demonstrate the following skills:

• Demonstrate desire and ability to support organizational biblical and religious goals and participate in regular work-related spiritual activities without reservation.
• Have a personal passion for and belief in the Word of God, its ability to transform lives, and the mission of American Bible Society.
• Demonstrate alignment with the vision, mission, and values of American Bible Society.

All staff must demonstrate the following skills at a level fitting their role:

• Communication Skills:

o Complex Communication: Proficient in communicating complex ideas to various stakeholders, both verbally and in writing.

• Teamwork and Collaboration:

o Collaborative Effort: Works well with others, shares information, and contributes to team goals.

• Cultural Competence and Inclusion:

o Cultural Awareness: Respects and values diverse backgrounds and perspectives.

• Service Orientation:

o Service Interaction: Provides courteous and helpful service to service recipients (i.e. Internal & External Customers and Beneficiaries).

• Adaptability and Flexibility:

o Responsive Adjustment: Adjusts strategies based on new information, remains flexible in dynamic environments.

• Time Management and Organization:

o Efficient Coordination: Prioritizes tasks, manages multiple projects, and ensures team deadlines are met.

• Problem-Solving and Critical Thinking:

o Issue Identification: Identifies straightforward problems, proposes solutions and seeks help when needed.

• Leadership and Initiative:

o Initiative: Takes proactive steps to complete tasks, solve problems and take on new challenges.

Physical Demands/Work Environment

Physical Demands: Sedentary work. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The role requires close visual acuity to perform an activity such as viewing a computer terminal for extended periods. Ability to travel, navigating unknown situations with travel logistics, and manage stress of travel which may include long periods of sitting, walking, and enduring environmental changes.

American Bible Society is committed to providing equal employment opportunities to qualified individuals with disabilities and ensuring a workplace free from discrimination. In accordance with the Americans with Disabilities Act (ADA) and other applicable laws, we will provide reasonable accommodations to qualified individuals with disabilities to enable them to participate in the application process and perform the essential functions of their job.

Office Location: Remote

Core Hours: 8:30 a.m. - 5:00 p.m. with at least 4 hours overlap with Eastern time

Travel Required: Some domestic and significant international travel is required (estimating 2-8 trips per year).

Additional Information:

• Background Check: Candidates must pass a background check as a condition of employment. This may include criminal history, credit check, and verification of employment and education history.
• Reference Checks: Employment is contingent upon satisfactory reference checks.
• Eligibility to Work: Candidates must provide proof of eligibility to work in the United States.
• Affirmation of Biblical Community: Candidates must sign and agree to uphold the ABS Affirmation of Biblical Community as a condition of employment.

American Bible Society is committed to providing equal employment opportunities to all applicants and employees, in accordance with federal, state, and local laws. We believe in the inherent dignity and worth of every individual, created in the image of God, and strive to reflect Christ’s love and justice in our employment practices.

We do not discriminate on the basis of race, color, national origin, sex, age, disability, veteran status, genetic information, or any other protected status. Our commitment to diversity and inclusion is rooted in our Christian faith and values, which call us to love and respect all people.

As a faith-based organization, we require employees to affirm and uphold our Christian beliefs as a condition of employment. This requirement is consistent with our mission and ensures that our work environment aligns with our core values and deeply held religious principles.