Client Success Manager

5 months ago

Montréal, Canada Alexa Translations Full time

**About Us**:
Alexa Translations is a leading translation service provider that helps the world’s largest and most prestigious legal, financial, and government industries with translation solutions that elevate the way they do business. Since 2002, we have grown our reputation by forging long-term relationships built on trust. Helping our clients reach their business goals is the foundation of our success.

We have built best-in-class Artificial Intelligence (A.I.) machine translation technology that is specifically trained for the Canadian legal and financial markets. It delivers complex, industry-specific translations with unprecedented quality and unmatched speed.

**About the Role**:
As a Client Success Manager, you will play a pivotal role in nurturing and expanding relationships with our existing A.I. platform clients. Your primary focus will be on enhancing the client experience through training and technical issue resolution, ensuring satisfaction, and strategically preventing churn. If you’re a dedicated, well-versed, and experienced self-starter who values a commitment to exceptional customer service and building long-term partnerships with clients, we want you on our Alexa Translations team.

**Main Responsibilities and Duties**
- Build and maintain strong client relationships with A.I. platform clients through the trial and subscription stages by serving as the point of contact for client inquiries, support requests, and issue resolution.
- Guide new clients through the implementation process, ensuring a smooth transition to our A.I. platform.
- Develop a deep understanding of our A.I. platform to effectively communicate product benefits and address clients queries.
- Participate in Quarterly Business Review meetings with the Business Development Director to gather customer feedback and ensure customer retention.
- Handle client objections, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution of client issues or technical concerns raised.
- Ensure high client satisfaction by acting as the liaison between client stakeholders, and internal teams, demonstrating a strong ability to understand and translate complexities to all stakeholders.
- Monitor and report on customer satisfaction and client retention metrics through the use of Client Relationship Management (CRM) tools and other systems.

**Experience and Proficiencies**:

- 4+ years of experience in client success or similar role.
- Full proficiency in professional-level English and French, is a requirement.
- Experience working in the language translations industry, a valuable asset.
- Demonstrated experience in B2B SaaS and providing technical support.
- Proven ability to manage and develop relationships with C-level executives and senior managers.
- Proficient in Microsoft Suite (Word, Excel, Powerpoint) and Google Suite (Gmail, G-drive)
- Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)

**Education**:

- College diploma, university degree, or equivalent

**Skills and Abilities**:

- Superior organizational skills - able to work on multiple projects simultaneously, meeting tight deadlines, managing changing priorities, and working under pressure.
- Very strong work ethics and interpersonal skills essential to develop trusted relationships.
- Represent the brand with sophistication and impeccable presentation through strong written and oral communication skills.
- Organized, analytical, and methodical with strong attention to detail.
- A deep understanding of account management principles, strategies, and tactics.
- Strong problem-solving skills to address client concerns and ensure a positive client experience.
- Process-driven to ensure that the sales cycle is optimized and client retention is maximized

**Hours of Work**
- Alexa Translations hours of operation are 9:00 am - 5:30 pm EST Monday to Friday. The Account Manager will require additional hours of operation and flexibility to be successful in this role.

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