Customer Success Representative

Job Summary

The Customer Success Representative (CSR), reporting to the Director of Interpretation, is primarily responsible for supporting customers and operations within the Interpreter Intelligence (II) platform, which manages Hanna’s Onsite Interpretation (OSI) and prescheduled virtual interpretation services. The CSR serves as a primary point of contact for customers using these services and supports the customer journey from onboarding and implementation through ongoing platform support, service adoption, and retention. While Interpreter Intelligence is the primary focus of this role, the CSR is expected to be cross-trained across Hanna’s other service lines and platforms to provide backup coverage and team support for On-Demand Interpretation and Translation customers as business needs require.

Duties and Responsibilities

• Interpreter Intelligence (II) Platform Support: Serve as the primary CSR supporting customers, accounts, and workflows within Interpreter Intelligence for OSI and prescheduled virtual interpretation services. Maintain a strong understanding of II functionality and troubleshoot platform or workflow issues, coordinating with internal teams as needed.
• Customer Relationship Management: Build and maintain strong customer relationships by understanding customer requirements, goals, challenges, and service expectations. Serve as a reliable point of contact and ensure customer questions and concerns are followed through to resolution.
• Onboarding & Implementation: Coordinate customer onboarding and implementation within Interpreter Intelligence, including account setup, system configurations, customer requirements, workflows, testing, and go-live support. Ensure all required documentation and handoffs are completed accurately.
• Customer Training & Enablement: Provide clear, practical training and guidance to help customers confidently use Interpreter Intelligence and applicable Hanna services and workflows.
• Performance Monitoring & Support: Monitor customer activity, service performance, satisfaction, and other relevant metrics. Identify trends, risks, or opportunities and coordinate timely resolution of technical or operational issues.
• Cross-Training & Team Support: Maintain working knowledge of Hanna’s On-Demand Interpretation and Translation platforms and workflows. Provide backup coverage and assistance to customers and other Customer Success team members during increased volume, absences, special projects, or other operational needs.
• Internal Collaboration & Feedback: Work cross-functionally with Interpretation Operations, Systems, On-Demand, Translation, Accounting, and other departments. Communicate customer feedback, system issues, and feature requests and participate in testing and process improvement efforts.
• Operational Handoff & Documentation: Maintain accurate customer requirements, workflows, account documentation, and handoff checklists to ensure information is communicated to all impacted teams and customers receive consistent ongoing support.

Skills and Qualifications

• Ability to successfully complete required Interpreter Intelligence (II) training.
• Proficiency with HubSpot or similar CRM platforms and the ability to learn multiple systems.
• Ability to successfully complete required Trainual University curriculum and assigned internal training.
• Strong technical aptitude, organizational skills, attention to detail, and problem-solving ability.
• Strong written and verbal communication and customer relationship management skills.
• Ability to collaborate cross-functionally, manage competing priorities, and follow through on action items.
• Willingness and ability to cross-train across multiple service lines and platforms.
• Commitment to professional development, continuous learning, and process improvement.