Client Relations Manager Translation C440 – New York, NY

The Client Relationship Manager (CRM) is responsible for overseeing and maintaining complex client relationships and growing new and existing accounts.  Function as the primary contact for large accounts, be able to think independently about how individual projects and relationships fit into the client’s “big picture” and build an enduring rapport with their clients. Client Relationship Managers may also be called upon to represent the company at client meetings, networking activities and industry events and must, therefore, be confident, flexible and innovative, demonstrate a desire to improve upon existing skills and learn new ones, and go out of their way to ensure complete customer satisfaction.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Function as the primary contact for large accounts, understand how individual projects and relationships fit into the client’s “big picture”.
  • Build a rapport with all clientele.
  • Educating clients about the translation project life-cycle and workflow as well as the full range of services offered.
  • Working with Production and IT personnel to identify project requirements and scope, and estimating costs and time requirements for successful project completion.
  • Providing clear and complete instructions to all internal resources regarding project requirements.
  • Representing the company at networking events, industry trade shows.
  • Supporting other Business Development and Production personnel in providing seamless customer service.
  • Identifying project requirements and scope, and estimating costs and time requirements for successful project completion including that of audio/video and website localization materials.
  • Improving upon client relationship management skills including taking the client’s long-term goals into consideration, educating the client on internal procedures and linguistic/technological issues, managing client expectations, solving problems and proposing possible solutions (technological, linguistic and organizational) for handling complicated projects and accounts.
  • Learning to respond to client complaints, create investigation requests and negotiate price discounts and other concessions to clients on projects with errors.
  • Interacting with Senior Account Executives, Direct Sales and Marketing personnel to develop and implement business development strategies related to acquiring new clients and leveraging existing relationships.
  • Developing customized PowerPoint presentations and reports for current and/or prospective clients.
  • Setting up and attending conference calls and meetings with current and prospective clients.
  • Coordinating with Production personnel to develop customized work flow plans when necessary.
  • Sharing his/her expertise in client relationship management and project management within industry verticals or across project types with co-workers through presentations and training sessions.
  • Mentoring junior staff members, especially on large and complicated projects, to oversee and assess their progress.
  • Overseeing selection and printing of advertising material for trade-shows and publications
  • Ensuring that junior staff members follow all stipulated quality assurance procedures and helping ISO Management Representative with assessing and resolving quality assurance issues.
  • Other duties may be assigned.

COMPETENCIES:                                                         

Analytical, Problem Solving, Project Management, Customer Service, Oral Communication, Written Communication, Quality Management, Business Acumen, Ethical Conduct, Negotiation Skills

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:                                                     

Bachelor’s degree (B. A.) or equivalent from four-year college; or one year related experience and/or training; or equivalent combination of education and experience.

Prior industry experience.  Extensive experience in client relations management.

LANGUAGE SKILLS:

Ability to write correspondence.   Command of the English language.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of CRM systems and advanced knowledge of Electronic Mail Software (Outlook); Microsoft applications (Word, Excel and PowerPoint). Familiar with CAT Tools in order to explain their functionality to clients and use analyses for estimate creation.

 

For more information contact Gary glafave@anzuglobal.com

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