COMPANY OVERVIEW
Jeenie is a virtual interpreting platform that connects users to a video or audio call with live, qualified interpreters for on-demand language assistance. Our global community of interpreters, located in over 140 countries, is available to help clients 24/7 in over 300 languages. Clients access Jeenie from any smartphone, tablet or computer, as well as through third-party integrations with platforms such as Zoom.
We believe language is a Basic Human Right. We’re on a mission to eliminate language barriers and ensure equitable access in healthcare, education, refugee and immigration support, legal services, and government, as well as facilitate business and social conversations.
Join Our Team! As an innovative, young tech company, we are in an exceptional position to expand our peer-to-peer marketplace platform into a market leader, and disrupt a $60 billion industry. We are hiring vibrant and intellectually curious people who want to help us achieve our mission, grow professionally, and be part of a supportive and dynamic team!
POSITION OVERVIEW
Job Title: Client Success Manager, Enterprise Accounts
Reports to: Director, Client Experience
Location: Remote, with travel up to 20% (as required)
Position Details: Full-Time, Exempt
Compensation: Salary commensurate with experience, plus commission
Jeenie is looking for a Client Success Manager, Enterprise Accounts to manage a portfolio of large enterprise clients, grow existing client engagement, and support the development of client success functions. As the primary contact for the Jeenie’s key accounts, the CSM will develop and nurture client relationships, becoming a trusted advisor and advocate while driving platform engagement and product utilization. This role will also be responsible for gaining a deep understanding of client pain points and strategic objectives driving their use of Jeenie. Through journey mapping, business reviews, and strategic account meetings, the CSM will work closely with accounting to deliver a successful experience that surpasses client expectations. The CSM will not only serve as the voice of the client within Jeenie, but will share their knowledge about clients to improve the performance of other departments.
RESPONSIBILITIES
- Identify the key constituents and decision-makers at enterprise accounts with whom to develop and maintain long-standing, trusted relationships
- Develop a thorough understanding of the client’s business such that you can anticipate upsell opportunities and new ways in which to drive more client usage
- Monitor and analyze clients usage patterns, trends and use cases
- Understand and communicate the value proposition of Jeenie services to address client pain points and strategic objectives
- Create–and automate where possible–the processes by which this client information is gathered, stored, analyzed, and triaged with data from Client Development
- Develop account plans and strategies to achieve revenue targets and growth objectives
- Work closely with other internal departments, including Client Development, DemandGen, and Product to ensure better company-wide understanding of “the client” and, ultimately, better client satisfaction and retention
- Negotiate and close renewal contracts with a comprehensive understanding for Company agreements /contracts and points of negotiation.
- Provide clients with regular reporting and forecasting on account performance
- Innovate reporting to meet evolving client business needs
- Stay up-to-date on industry trends and competition
QUALIFICATIONS
- Bachelor’s degree in business, marketing, or a related field
- 5+ years of experience in enterprise account management, sales, or business development
- Proven track record of meeting and exceeding sales targets
- Strong communication, negotiation, and presentation skills
- Ability to build and maintain strong relationships with customers
- Creative problem-solving and analytical skills
- Familiarity with CRM software and sales automation tools
- Experience working in a fast-paced and dynamic environment
KEY PERFORMANCE INDICATORS (KPIs)
- Growth in existing client minute usage
- Growth in retained client minute usage
- Growth in number of client locations, departments and users onboarded
- Client satisfaction scores
- Client retention rates
- % of integration of a product-lead growth approach into the client success process
EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Jeenie is an Equal Employment Opportunity and an Affirmative Action employer. We are committed to a work environment free of discrimination on the basis of race, color, ancestry, national origin, age, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, lactation, abortion, and related medical conditions), sexual orientation, gender identity, gender expression, marital status, or other characteristics protected by local, state or federal law. We adhere to the principle that all aspects of employment, including recruiting, hiring, training, compensation, promotion, benefits, discipline, and discharge be based on merit, performance, competence, or business needs.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
