Customer Success Manager

Customer Success Manager

Universal Language Service | Location: Bellevue Corporate Office: 929 108th Ave NE, Suite 710, Bellevue, WA 98004 | Full-time | $28.00- 30.00/hour + potential bonuses

About the role

Universal Language Service provides In-Person, Over-the-Phone (OPI), Video Remote (VRI), Video (VI) Interpreting and Document Translation services. As our Customer Success Manager, you will fully own a group of customer accounts, from setting them up through renewal. You'll make sure each customer gets the most out of every service they signed up for, and you'll grow each account through education and outreach.

What you'll do

• Own each assigned account completely: set-up, training, support, fill rates, contract compliance, renewals and growth
• Work with our internal departments to bring fill rates as close to 100% as possible and keep each account in full contract compliance
• Get the latest list of locations from each customer, check it against the customer's website, confirm it with the customer, and update Salesforce
• Make sure every location has the access it needs, such as FaceTok, access codes and dedicated phone numbers, to use VRI, VI and OPI services
• Market our services to every customer location and department so customers use their full contract
• Host monthly educational webinars (moving to quarterly meetings as needed) and use them to promote and upsell our services
• Write customer newsletters and blog posts, and promote them through Mailchimp
• Create support materials, such as quick-reference guides and how-to instructions, to help customers use their services
• Produce utilization reports weekly for the first six months of a contract, then monthly, and lead Quarterly Business Reviews
• Lead customer onboarding, set up equipment on site, and provide basic technical support

What you bring

• 1-3 years of experience in customer success, account management or business-to-business sales; experience in language services or healthcare preferred
• Experience growing accounts, upselling or supporting contract renewals
• Strong presentation skills, including running webinars and training sessions
• Working knowledge of Salesforce or a similar CRM, Microsoft Office, and Teams or Zoom; Mailchimp experience is a plus
• Knowledge of HIPAA and language access requirements preferred; bilingual a plus
• High school diploma or equivalent required; Bachelor's degree preferred
• Valid driver's license; regular local travel to customer sites, with occasional in-state and out-of-state travel

Pay

• $28.00 - 30.00 per hour
• Eligible for potential bonuses based on account success

Benefits

• We value our employees and are committed to supporting their health, well-being, financial security, and work-life balance. Eligible employees may have access to a comprehensive benefits package, including:

• Competitive Paid Time Off (PTO) program
• Paid Sick Leave
• Paid Holidays
• Bereavement Leave
• Jury Duty Leave
• Medical, Dental, and Vision Insurance
• Voluntary supplemental benefit options
• 401(k) Retirement Plan with discretionary company match

• Our benefits are designed to support employees both personally and professionally while promoting long-term well-being and career development.

Universal Language Service is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law.

Pay Range: $28 - $30 per hour