Customer Success Manager, Onsite

Propio Language Services is transforming communication by developing tools and technologies that make it easier and more efficient for clients to engage with the Limited English Proficiency Population to improve access to healthcare and essential services in social services, education, legal and many others.

We are looking for a highly motivated and skilled Customer Success Manager, Onsiteresponsible for performing our onsite interpreting services in the KC or MN.This includes revenue, profitability, fill rate, client, and interpreter satisfaction.

• Develop a deep understanding of Onsiteservices and manage that service line to meet client's onsite interpretation needs.
• Manage relationships with existing interpreters
• Ability to create, develop and synthesize reporting to make informed business decisions
• Assist with compliance and client audit related matters
• Develop or refine procedures and systems to drive operational performance

Responsibilities

• Ensure operational excellence via achievement of KPIs including fulfillment rate, appointments requested, communication responsiveness complaints, quality, etc.
• Help manage existing relationships, utilization, and retention of interpreters
• Oversee all mediums of communications with all stakeholders including telephone, scheduling inbox, group text and proprietary scheduling software
• Dive deep into the services and contracts to become a subject matter expert and understand the needs of the client.
• Work with client services and business development teams to ensure clients are satisfied and the service line is growing
• Work with recruitment to identify and source resources to meet client needs and drive business performance
• Other duties as assigned
• Mostly local travel as needed
  

Basic Qualifications

• Bachelor’s Degree, Business Administration, Finance, or equivalent work experience.
• 2-5 years of related experience in onsite/logistics operation.
• Self-starter – must be able to operate with autonomy and embrace solving problems
• Proven track record of building relationships with all stakeholders (clients, vendors, and internal colleagues) to effectuate positive outcomes.
• Willingness to pick up phones and be very responsive to inbounds – much of the work is emergent in nature
• Detail oriented and organized with exceptional time management skills.
• Excellent written and verbal communication skills
• Ability to work both independently and within a team to meet deadlines

Preferred Qualifications

• 5 years in an operations and account management roles
• Experience in language services is a plus
• Intermediate knowledge of Microsoft Office – Word, Excel, Outlook, PowerPoint