Client Success Manager

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

• 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.

• College diploma, university degree, or equivalent

• 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.)

• 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

• Comprehensive Health Insurance: Including vision, dental, complementary therapies, and support for your overall well-being.
• Your Birthday Off: We celebrate your special day!
• 6 Personal/Sick Days: Take the time you need for your health or life’s unexpected moments.
• Work-Ready Equipment: Get the tools you need to succeed, provided upon request.
• Hybrid Work Model: Enjoy the best of both worlds with a mix of in-office collaboration and remote flexibility.
• Learning & Growth Opportunities: Training and resources tailored to your role and department.
• Supportive & Collaborative Team Culture: Work alongside team members who genuinely have your back
• Team Recognition & Action Awards: Celebrate wins and contributions in meaningful ways.
• Employee Referral Program: Earn rewards for bringing amazing talent to our team.

Alexa Translations