Client Success Manager

About Alexa Translations

Alexa Translations provides A.I.-powered translations for the largest and most prestigious legal, financial, and government institutions. Our unique combination of advanced technology and professionally certified translators deliver tailored solutions with unparalleled quality. Thanks to over two decades of award-winning client success, you can rely on us as a true extension of your team.
 

Our core values: 

• Innovation
• Dedication
• Fanatical commitment to quality and service
• Resourcefulness
• Collaboration

About the Role

The Client Success Manager (CSM) is a proactive partner for clients, ensuring a smooth onboarding process, providing ongoing support and training, and serving as a key point of contact to maintain and strengthen client relationships. This role focuses on driving client satisfaction, retention, and growth by leveraging data-driven insights, resolving inquiries, and identifying expansion opportunities.

This is an individual contributor role.

 Main Responsibilities and Duties

• Build and maintain strong client relationships with A.I. platform clients through the subscription stage.
• Execute and manage the onboarding and implementation plan for new clients, ensuring a seamless transition and alignment with client goals.
• Deliver engaging and informative training sessions tailored to client needs to maximize product adoption and effectiveness.
• Serve as the primary point of contact for client inquiries, support requests, and troubleshooting, ensuring timely and effective resolution of issues.
• Prepare in-depth QBR materials, provide actionable insights to the Sales team, and actively participate in QBR meetings to review client performance and strategic goals.
• Monitor client health metrics, satisfaction scores, and other insights to proactively address concerns and drive client retention initiatives.
• Collaborate with clients and Sales to identify and propose upsell or cross-sell opportunities for new products, services, or features.
• Oversee client billing matters, ensuring accuracy and addressing any related queries or concerns efficiently.
• Conduct regular satisfaction calls to gather feedback, reinforce relationships, and maintain alignment with client expectations and goals.

Skills and Qualifications

Education:

• College diploma, university degree, or equivalent

 Experience and Proficiencies

• 4+ years of experience in client success, account management, or a similar client-facing role.
• Full proficiency in professional-level English and French; a requirement.
• Experience working in the language translation industry is 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.)

Skills and other requirements

• Superior organizational skills - able to work on multiple projects simultaneously, meeting tight deadlines, managing changing priorities, and working under pressure.
• Analytical mindset to interpret client health metrics and translate them into actionable strategies.
• 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