Customer Success Manager, Interprefy

NALA

Salary not provided

Mid level

Remote from Canada, Europe, UK, US

Interpretation, AI speech translation & captions tech

Job no longer available

Interpretation, AI speech translation & captions tech

101-200 employees

B2BEnterpriseCommunicationEventsSaaSCloud Computing

Job no longer available

Salary not provided

Mid level

Remote from Canada, Europe, UK, US

101-200 employees

B2BEnterpriseCommunicationEventsSaaSCloud Computing

Company mission

To empower businesses to connect the world in every language.

Job

Company

Role

Who you are

Effective Customer Engagement: Proficient in conducting customer meetings over virtual platforms and confidently making customer phone calls
Stakeholder Collaboration: Demonstrated ability to effectively collaborate with both external and internal stakeholders, including C-level executives
Detail-Oriented: Meticulous attention to detail in all tasks and responsibilities
Tech-Savviness: Comfortable with various technologies and quick to adapt to new tools and platforms
Independence: Adept at working independently and managing workloads while consistently delivering high-quality results
Relationship Building: Skillful in building and nurturing professional relationships
Process Optimization: Proficient in following established processes, systems, and documentation. Proactive in identifying areas for improvement and recommending enhancements to boost efficiency
Communication Expertise: Strong communication skills encompassing active listening, negotiation, and conflict resolution
Adaptability: Demonstrated willingness to learn and adapt swiftly to changing circumstances
Quick Learner: Known for rapid acquisition of new knowledge and a commitment to operational excellence

What the job involves

Build relationships with customers to drive repeat business and understand growth opportunities
Manage customer contact and customer retention through consistent and meaningful interaction
Understand every owned customer and their ecosystem to grow opportunities within the customer account
Service repeat quotes, the majority of quotes will be presented in a meeting with the customer and not sent over email
Meet with customers for event discussions and to produce and present quotes and also after events alongside account management relationship calls
Meet with customers after events to debrief and where required rectify any event issues by following up with ops and management to leave customer satisfied
Ensure all customers have regular meaningful contact to reduce customer churn and ensure we stay top of mind
Lead generate and scope customer accounts, identifying new departments, new contacts and growth opportunities
Regularly meet with partner BDMs to strategize where to focus for new business growth amongst shared customer base and for effective customer communication
Fast response to strategic partner enquiries in the NALA timezone for quote production and execution
Thorough handover to project management team of events
Awareness throughout whole event process from a customer service perspective
Liaise with accounting for effective and accurate invoicing
Feedback collation and analysis and internal reporting
Administrative elements apply to this role
Work with the sales operations team and NALA sales people to ensure all customer documents, such as contracts, terms and conditions, and any special agreements, are completed by the relevant internal stakeholders. This includes proactively escalating any delays or issues to relevant stakeholders
Monitor and manage timelines to ensure that Interprefy is added to the customer's vendor list in a timely manner
Collect internal and external customer feedback during the vendor onboarding process to identify areas for improvement
Work with the sales management team, particularly NALA based Business Development Team Lead by preparing reports, including in-depth analysis, to offer insights into sales performance
Utilise the CRM to track and report on sales Key Performance Indicators (KPIs) to identify areas for improvement or realignment
Updates to CRM for the NALA salesteam where required and appropriate
Being the go-to person in your time zone for any HubSpot related support requests or technical issues

Our take

Interprefy is a multilingual meeting technology provider that empowers global businesses, institutions, NGOs, and SMEs to connect with people on a global scale by facilitating truly multilingual conversations. The company’s combination of cloud-based technology and linguistic talent enables real-time interpretation and AI-powered live captioning for any event.

The company’s all-in-one platform and end-to-end services provide an affordable, democratized solution for everybody. Easily integrated with a wide and ever-expanding range of hardware and meeting platforms, Interprefy is well set to see growth as it unifies communications around the globe.

The company’s real-time spoken and sign language interpretation offerings, coupled with its captioning capabilities, have supported over 50,000 meetings and events around the world, counting the White House, UEFA, Google, and Domino’s, among its wide range of clients.