Client Success Liaison – Language Services

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Receive and process incoming client requests for interpretation and translation services
Assign qualified language professionals based on client requirements, including language, specialization, and availability
Monitor ongoing tasks to ensure timely delivery and maintain service quality
Maintain clear, consistent, and professional communication with clients and interpreters/translators throughout the service lifecycle
Guide new clients through onboarding, including setup and clarification of service expectations
Provide responsive support, address client concerns, and troubleshoot service-related issues effectively
Exercise independent discretion regarding the prioritization of projects, resource allocation, and resolution of escalated client concerns
Maintain and update an internal database of language professionals, ensuring accuracy regarding certifications, qualifications, and availability
Identify language service coverage gaps and support recruitment efforts to address these needs
Track service performance metrics to ensure alignment with standards and identify opportunities for improvement
Implement feedback mechanisms to enhance client satisfaction and support continuous improvement initiatives
Build and maintain relationships with clients, including site visits for consultations, presentations, and client relationship management
Represent the company at industry events, conferences, and networking opportunities
Promote language services to clients and identify upselling opportunities where applicable

Bachelor’s degree in Communications, Linguistics, Business, or related field (or equivalent experience)
2+ years of experience in coordination, scheduling, or client services (language services preferred)
2+ years of business development or nurturing clients to foster relationships and upsells
Strong organizational and multitasking skills
Proficiency in Translation Project Management and Interpreter Scheduling tools
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner
Exceptional verbal and written communication skills
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner
Must be self-motivated and able to work well independently as well as on a multi-functional team
Ability to handle sensitive and confidential information appropriately
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel