Client Success Specialist

5 days ago

Remote, Canada Alexa Translations Full time

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.

**Position Summary**

The Client Success Specialist is responsible for nurturing and growing the relationship with existing Professional Translations clients and enhancing the client experience. He or she is responsible for ensuring customer retention and proactively working to prevent churn.

**Principle Responsibilities and Duties**
- Build, develop, and manage strong client relationships with existing professional translation services clients.
- Managing all aspects of the client lifecycle post-sale such as onboarding, updating price lists in Plunet (translations management system), client satisfaction calls, and proactive outreach for upcoming translation projects.
- Identify product expansion, up-sell and cross-sell opportunities within existing accounts assigned to you.
- Perform Quarterly Business Review meetings with your assigned accounts 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 quality concerns raised.
- Monitor and report on customer satisfaction and client retention metrics through the use of Client Relationship Management (CRM) tools and other systems.

**Qualifications**

**Education**:

- College diploma, university degree, or equivalent
- Bilingual (English/French) required

**Experience and Proficiencies**:

- 4+ years of experience in Client Service or account management.
- Proficient in Microsoft Suite (Word, Excel, Powerpoint) and Google Suite (Gmail, G-drive)
- Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)

**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.
- Able to work on multiple projects simultaneously, meeting tight deadlines, managing changing priorities, and working under pressure.
- Organized, analytical, and methodical with strong attention to detail.
- Process-driven to ensure that the sales cycle is optimized and client retention is maximized
- Excellent written and verbal communication skills in English and French

**Professional Environment**

**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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