Client Success Manager (English/French)

About Apertera

Apertera (formerly Alexa Translations) is leading the evolution of language solutions for high-stakes content. We partner with enterprises as an extension of their teams, combining professional expertise with Adaptive AI technology that is continuously refined by client context.

For more than twenty years, Apertera has set the bar for legal, financial, and regulatory translation, serving the most rigorous buyers, including over 75% of major national Canadian law firms, all major banks, and leading securities regulators. 

Apertera is Canadian-owned, ISO 17100 and SOC 2 certified.

Our core values: 

• Innovation
• Dedication
• Fanatical commitment to quality and service
• Resourcefulness
• Collaboration

Benefits & Perks You’ll Love:

• Comprehensive Health Insurance: Including vision, dental, complementary therapies, and support for your overall well-being.
• Your Birthday Off: We celebrate your special day!
• 6 Personal/Sick Days: Take the time you need for your health or life’s unexpected moments.
• Work-Ready Equipment: Get the tools you need to succeed, provided upon request.
• Hybrid Work Model: Enjoy the best of both worlds with a mix of in-office collaboration and remote flexibility.
• Learning & Growth Opportunities: Training and resources tailored to your role and department.
• Supportive & Collaborative Team Culture: Work alongside team members who genuinely have your back
• Team Recognition & Action Awards: Celebrate wins and contributions in meaningful ways.
• Employee Referral Program: Earn rewards for bringing amazing talent to our team.

 

About the Role

As a Client Success Manager, you will play a pivotal role in nurturing and expanding relationships with our existing A.I. platform clients. Your primary focus will be on enhancing the client experience through training and technical issue resolution, ensuring satisfaction, and strategically preventing churn. If you’re a dedicated, well-versed, and experienced self-starter who values a commitment to exceptional customer service and building long-term partnerships with clients, we want you on our Alexa Translations team.

 

Responsibilities

• Build and maintain strong client relationships with A.I. platform clients through the trial and subscription stages by serving as the point of contact for client inquiries, support requests, and issue resolution.
• Guide new clients through the implementation process, ensuring a smooth transition to our A.I. platform. 
• Develop a deep understanding of our A.I. platform to effectively communicate product benefits and address clients' queries. 
• Participate in Quarterly Business Review meetings with the Business Development Director to gather customer feedback and ensure customer retention. 
• Handle client objections, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution of client issues or technical concerns raised. 
• Ensure high client satisfaction by acting as the liaison between client stakeholders, and internal teams, demonstrating a strong ability to understand and translate complexities to all stakeholders.
• Monitor and report on customer satisfaction and client retention metrics through the use of Client Relationship Management (CRM) tools and other systems.

 

Requirements

• 4+ years of experience in client success or similar roles .
• Full proficiency in professional-level English and French is a requirement .
• Experience working in the language translation industry is a valuable asset.
• Demonstrated experience in B2B SaaS and providing technical support.
• Proven ability to manage and develop relationships with C-level executives and senior managers.
• Proficient in Microsoft Suite (Word, Excel, PowerPoint) and Google Suite (Gmail, G-drive)
• Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)

 

Education

• College diploma, university degree, or equivalent 
• Bilingual (English/French)

 

General Expertise

• Superior organizational skills - able to work on multiple projects simultaneously, meet tight deadlines, manage changing priorities, and work under pressure.
• Very strong work ethics and interpersonal skills are essential to develop trusted relationships.
• Represent the brand with sophistication and impeccable presentation through strong written and oral communication skills.
• Organized, analytical, and methodical with strong attention to detail.
• A deep understanding of account management principles, strategies, and tactics. 
• Strong problem-solving skills to address client concerns and ensure a positive client experience.
• Process-driven to ensure that the sales cycle is optimized and client retention is maximized

 

Hours of Work

• hours of operation are 9:00 am – 5:30 pm EST Monday to Friday.