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Customer Success Manager, Onsite - Overland Park, United States - Propio LS, LLC.
Found in: Lensa US 4 C2 - 5 days ago
Description
PropioLanguage 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.
Customer Success Manager, Onsite responsible for performing our onsite interpreting services in the KC or MN.This includes revenue, profitability, fill rate, client, and interpreter satisfaction.
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 growingWork 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
Propio is an Equal Opportunity Employer.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal background check, drug screen, education, and employment verification.
