Account Representative

4 weeks ago

Toronto, Canada MCIS Language Solutions Full time

**Account Representative**

**About Us**

MCIS Language Solutions is a not-for-profit that has evolved into a social enterprise and has been relentlessly pursuing its goal to remove language barriers for over 30 years. With over 60 full time staff and engaging a roster of over 6,000 language professionals, MCIS provides a full suite of language solutions: from language interpretation, translation and transcription to localization, training, and training development for government, legal, police services and healthcare organizations in more than 300 languages.

VISION | To connect people globally through languages.

MISSION | To advocate for language rights and equitable access to critical information and services through language solutions and human connections.

VALUES | Making a Difference, Compassion and Collaboration, Integrity and Innovation, Social Justice.

**Social Purpose**

Every year MCIS invests some of its net income into initiatives that support free services for vulnerable populations, training subsidies for aspiring interpreters and translators, and language advocacy initiatives such as the Our Language Rights Canada Conference on Canadian Language Advocacy Day.

Our Social Purpose Statement is that we exist to uphold the human right to be informed, heard, and understood. Language rights protect the rights of individuals and groups to choose which language(s) they use in private as well as in public interactions, such as legal, health, educational or political access to information and services.

Learn more here: MCIS Social Purpose Journey

**DUTIES AND RESPONSIBILITIES**

Reporting to the National Business Development Manager, the Account Representative is responsible for managing and nurturing client relationships, ensuring customer satisfaction, and driving business growth. This role requires a proactive approach to understanding client needs, resolving issues, and providing excellent customer service. The Account Representative will act as the primary point of contact for assigned clients and will collaborate with internal teams to deliver on client expectations.

The HR Business Partner’s key roles and responsibilities are as follows:
**Identify Sales Opportunities for Potential and New Clients**
- Call, follow up and research prospective clients’ current use of interpretation and translation services, as well as the organization's key decision-makers.
- Send agreements and pricing information and following up with welcome letters and instructions.
- Proactively assess and validate new clients’ needs on an ongoing basis and make recommendations to the clients.
- Interact and coordinate with the sales team and other staff teams working on the newly launched accounts.
- Assist the business development team in researching to identify new markets and client needs.
- Support the business development team with new business development initiatives.
- Analyze data and trends to improve sales outcomes and to identify priority areas for growth.

**Developing and Maintaining Long-Term Client Relationships**
- Support the Account Managers by looking after smaller accounts.
- Perform as the lead point of contact for any and all matters specific to your accounts.
- Collect and monitor client feedback on an ongoing basis and coordinate with the Training, Recruitment & Vendor Relations Department and the Client Services Departments in addressing service quality issues and suggesting additional improvements; escalating issues to the National Business Development Manager and/or Account Manager(s) as needed.
- Ensure the timely and successful delivery of services based on the client's needs and objectives; liaise with the Client Services Departments to improve client experience.
- Respond and prioritize changing requirements in a timely manner in order to meet clients’ needs and expectations.
- Provide onboarding training to new clients.
- Resolve clients’ complaints and prevent additional issues by improving our existing process.
- Continue to educate clients by delivering service provider presentations on a yearly or on an as-needed basis.

**Customer Feedback**
- Analyze customer feedback and conduct initial investigation to identify areas for improvement in services or processes.
- Collaborate with internal teams to address customer concerns, escalating to higher management when necessary.
- Ensure that all customer feedback is documented and reported to relevant departments, and follow up to ensure timely resolution.
- Provide clients with updates on actions taken based on their feedback, demonstrating commitment to continuous improvement and customer satisfaction.

**Reporting**
- Support the Account Manager(s) by preparing usage reports to their clients on a monthly/quarterly basis.
- Present progress reports for assigned small accounts, to the National Business Development Manager and Director of Marketing & Business Development on a quarterly basis and discuss strategies for fu

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