Client Relationship Manager

2 weeks ago

Chicago, Illinois, United States Alexa Translations Full time
About Us

Alexa Translations stands at the forefront of the translation service industry, delivering exceptional solutions tailored for the legal, financial, and governmental sectors. Our commitment to excellence has been the cornerstone of our growth since our inception in 2002, fostering enduring partnerships grounded in trust.

Our cutting-edge Artificial Intelligence (AI) machine translation technology is meticulously designed for the Canadian legal and financial landscapes, providing unparalleled quality and speed in complex, industry-specific translations.

As a dynamic and rapidly expanding organization, we offer our team members the flexibility of working from our offices or remotely, equipped with the necessary tools such as laptops, phones, and access to G-suite.

About the Role

In the capacity of a Client Relationship Manager, you will be instrumental in cultivating and enhancing relationships with our existing AI platform clientele. Your main objective will be to elevate the client experience through comprehensive training and adept resolution of technical issues, ensuring overall satisfaction and strategically mitigating churn.

Key Responsibilities
  • Establish and nurture robust relationships with AI platform clients throughout the trial and subscription phases, serving as the primary contact for inquiries, support requests, and issue resolution.
  • Guide new clients seamlessly through the implementation process, ensuring a smooth transition to our AI platform.
  • Develop an in-depth understanding of our AI platform to effectively communicate its benefits and address client inquiries.
  • Engage in Quarterly Business Review meetings with the Business Development Director to collect customer feedback and ensure retention.
  • Address client objections, offering suitable solutions and alternatives promptly, while following up to confirm resolution of any issues or technical concerns.
  • Ensure high levels of client satisfaction by acting as a liaison between client stakeholders and internal teams, demonstrating a strong ability to translate complexities to all parties involved.
  • Monitor and report on customer satisfaction and retention metrics utilizing Client Relationship Management (CRM) tools and other systems.
Requirements
  • Minimum of 4 years of experience in client success or related roles.
  • Fluency in professional-level English and French is essential.
  • Experience in the language translation sector is advantageous.
  • Demonstrated expertise in B2B SaaS and providing technical support.
  • Proven ability to manage and cultivate relationships with C-level executives and senior management.
  • Proficient in Microsoft Suite (Word, Excel, PowerPoint) and Google Suite (Gmail, G-drive).
  • Familiarity with CRM software (Salesforce, Hubspot, etc.) is required.
  • Educational background: College diploma, university degree, or equivalent.
  • Bilingual proficiency (English/French).
General Expertise
  • Exceptional organizational skills, capable of managing multiple projects concurrently, meeting tight deadlines, and adapting to changing priorities.
  • Strong work ethic and interpersonal skills are vital for developing trusted relationships.
  • Represent the brand with professionalism and impeccable presentation through strong written and verbal communication skills.
  • Detail-oriented, analytical, and methodical in approach.
  • A comprehensive understanding of account management principles, strategies, and tactics.
  • Strong problem-solving capabilities to address client concerns and ensure a positive experience.
  • Process-oriented to optimize the sales cycle and maximize client retention.
Hours of Work

Alexa Translations operates Monday to Friday, from 9:00 am to 5:30 pm EST.

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