Client Success Specialist - P.t. (English/French)

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.

Alexa Translations is a rapidly growing, highly entrepreneurial translation services company. The successful candidate will have access to an office at our current Toronto, Montreal, or Mexico City locations and tools that will allow you to work from home when required (laptop, phone, G-suite).

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

• Perform Quarterly Business Review meetings with your assigned accounts to gather customer feedback and ensure customer retention.
• 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.
• Build, develop, and manage strong client relationships with existing professional translation services clients.
• Identify product expansion, up-sell and cross-sell opportunities within existing accounts assigned to you.
• Monitor and report on customer satisfaction and client retention metrics through the use of Client Relationship Management (CRM) tools and other systems.
• Handle client objections, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution of client issues or quality concerns raised.

Qualifications

Education:

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

Experience and Proficiencies:

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

Skills and Abilities:

• Very strong work ethics and interpersonal skills essential to develop trusted relationships.
• Process-driven to ensure that the sales cycle is optimized and client retention is maximized
• Organized, analytical, and methodical with strong attention to detail.
• Excellent written and verbal communication skills in English and French
• Able to work on multiple projects simultaneously, meeting tight deadlines, managing changing priorities, and working under pressure.
• Superior organizational skills - able to work on multiple projects simultaneously, meeting tight deadlines, managing changing priorities, and working under pressure.

Professional Environment

• Alexa Translations is a rapidly growing, highly entrepreneurial translation services company. The successful candidate will have access to an office at our current Toronto or Montreal locations and tools that will allow you to work from home when required (laptop, phone, G-suite).

Hours of Work

• This role is remote, but the candidate must be willing to work EST hours (Toronto).
• 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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