Client Success Manager

Description

Propio Language Services is a provider of the highest quality interpretation, translation, and localization services. Our people take pride in every resource we offer, and our users always have access to the best technology, support, and experience. We are driven by our passion for innovation, growth, and connecting people. If you believe in the transformative power of technology-driven solutions and meaningful communication, Propio could be the ideal place for you. This role is located in our Overland Park, KS office.

The Client Success Manager will provide account leadership to expand, retain, and grow client relationships through contract review, data analysis, targeted client education, and internal process improvement. This role is client-facing and requires the ability to build long-lasting relationships.

Responsibilities:  

• Manage cross-functional projects and accounts across a large client portfolio
• Understand and articulate clients’ needs, objectives, and policies related to the Company’s lines of business
• Establish clear project parameters, quality standards, and communication tactics supporting the development of Client Success Administrators
• Provide direction, training, and growth opportunities to develop Client Success Administrators
• Develop ad-hoc reporting and analyze data to develop roadmaps and strategies to support clients
• Identify expansion sales opportunities to help build the business organically
• Review, renew, and negotiate client contracts to ensure accurate pricing, adherence to dates and reporting requirements
• Respond to client inquiries and maintain thorough documentation of communications
• Manage client requests for billing resolution, call and interpreter disputes, and general questions
• Input client information into data management systems such as Salesforce, ensuring accuracy and completeness
• Produce materials for client presentations and meetings
• Serve as the client-facing liaison for Propio through in-person and webinar-hosted meetings
• Travel up to 20%
• Performs other responsibilities and duties as assigned

Requirements

Qualifications

• Bachelor’s Degree or equivalent work experience
• 3+ years of prior management experience
• Strong organizational skills and the ability to manage multiple priorities simultaneously
• Excellent written and verbal communication skills
• Strong knowledge of Microsoft Office Suite – Outlook, Word, Excel, Access, PowerPoint
• Experience with Salesforce and Microsoft Power BI preferred
• Ability to work both independently and within a team to meet deadlines