Customer Success Manager, Onsite

Overland Park, KS

Full Time

Business Operations

Mid Level

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, Onsite responsible 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 Onsite services 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

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.

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With a full scope of language services, fast connection times, best-in-class customer service, and the highest-quality interpreters in the industry, we’re able to achieve our ultimate goal: making our clients’ lives easier.

Propio Language Services is determined to be the largest language services company in the US. Headquartered in Overland Park, Kansas, our mission is to leverage innovative technology and solutions to close the language gap — anytime, anywhere in the world.

We are rapidly growing, if you do not see a position that fits your ideal career path at this time, be sure to check back often as we are frequently adding new roles.

Customer Success Manager, Onsite

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