The Client Success Liaison will serve as a key point of contact for clients seeking interpretation and translation services. This individual will manage the process of connecting clients to qualified interpreters and translators across multiple platforms while ensuring high-quality service delivery, client satisfaction, and adherence to Cayuse's Mission, Vision, and Core Values.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables

Key Responsibilities

• Service Coordination:
  • Receive and process incoming client requests for interpretation and translation services.
  • Assign qualified language professionals based on client requirements, including language, specialization, and availability.
  • Monitor ongoing tasks to ensure timely delivery and maintain service quality.
• Client Communication:
  • Maintain clear, consistent, and professional communication with clients and interpreters/translators throughout the service lifecycle.
  • Guide new clients through onboarding, including setup and clarification of service expectations.
  • Provide responsive support, address client concerns, and troubleshoot service-related issues effectively.
  • Exercise independent discretion regarding the prioritization of projects, resource allocation, and resolution of escalated client concerns.
• Database and Resource Management:
  • Maintain and update an internal database of language professionals, ensuring accuracy regarding certifications, qualifications, and availability.
  • Identify language service coverage gaps and support recruitment efforts to address these needs.
• Performance Monitoring:
  • Track service performance metrics to ensure alignment with standards and identify opportunities for improvement.
  • Implement feedback mechanisms to enhance client satisfaction and support continuous improvement initiatives.
• Client Engagement and Representation:
  • Build and maintain relationships with clients, including site visits for consultations, presentations, and client relationship management.
  • Represent the company at industry events, conferences, and networking opportunities.
  • Promote language services to clients and identify upselling opportunities where applicable.
• Additional Responsibilities:
  • Collaborate with internal teams to contribute to process improvement and operational enhancements.
• Other duties as assigned.

Qualifications – Here’s What You Need

• Bachelor’s degree in Communications, Linguistics, Business, or related field (or equivalent experience).
• 2+ years of experience in coordination, scheduling, or client services (language services preferred).
• 2+ years of business development or nurturing clients to foster relationships and upsells
• Strong organizational and multitasking skills.
• Proficiency in Translation Project Management and Interpreter Scheduling tools.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Desired Qualifications:

• Multilingual abilities are a plus

Reports to: Language Services Program Manager

Working Conditions

• Professional office environment.
• Occasional travel required for onsite client visits
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.