Account Representative

• Follow up on potential clients requests via phone and emails.
• Call follow up and research prospective clients current use of interpretation and translation services as well as the organizations key decision-makers.
• Send agreements and pricing information and following up with welcome letters and instructions.
• Proactively assess and validate new clients needs on an ongoing basis and make recommendations to the clients.
• Interact and coordinate with the sales team and other staff teams working on the newly launched accounts.
• Assist the business development team in researching to identify new markets and client needs.
• Support the business development team with new business development initiatives.
• Analyze data and trends to improve sales outcomes and to identify priority areas for growth.

• Support the Account Managers by looking after smaller accounts.
• Perform as the lead point of contact for any and all matters specific to your accounts.
• Ensure the timely and successful delivery of services based on the clients needs and objectives; liaise with the Client Services Departments to improve client experience.
• Respond and prioritize changing requirements in a timely manner in order to meet clients needs and expectations.
• Provide onboarding training to new clients.
• Respond to clients inquiries through emails and phone calls; attend client meetings in person as needed.
• Resolve clients complaints and prevent additional issues by improving our existing process.
• Continue to educate clients by delivering service provider presentations on a yearly or on an as-needed basis.

• Monitor and analyze client feedback to identify service improvement opportunities coordinate with relevant departments to resolve issues and escalate critical concerns as needed.
• Collaborate with internal teams to address customer concerns escalating to higher management when necessary.
• Provide clients with updates on actions taken based on their feedback demonstrating commitment to continuous improvement and customer satisfaction.

• Support the Account Manager(s) by preparing usage reports to their clients on a monthly/quarterly/yearly basis.
• Present progress reports for assigned small accounts to the National Business Development Manager and Director of Marketing & Business Development on a quarterly basis and discuss strategies for fulfilling clients needs.
• Prepare and present reports on new clients.
• Ensure compliance with insurance requirements and maintain accurate records of all insurance-related documentation.

• Ensure the contracts being signed align with MCIS service delivery capacity.
• Ensure new client accounts are set up according to the clients specifications and all CRM is properly updated with the details. (i.e. Hubspot)

• Communication: The ability to effectively convey and exchange information ideas and thoughts to others through various channels in a clear concise and appropriate manner while also actively listening and seeking understanding.
• Innovation: The ability to identify new ideas solutions and approaches to address challenges improve processes and create value. It involves thinking creatively seeking novel opportunities and implementing practical changes that drive positive impact and continuous improvement.
• Integrity: The ability to consistently adhering to ethical principles moral values and professional standards in all actions and decisions. It entails honesty transparency and a commitment to doing what is right even when faced with challenges or difficult choices.
• Collaboration: The ability to work effectively and harmoniously with others to achieve common goals. It involves actively engaging in open communication sharing knowledge and resources and fostering an environment of mutual support and respect.
• Quality: The ability to consistently delivering work products and services that meet or exceed established standards resulting in value reliability and customer satisfaction. It involves attention to detail adherence to processes and a commitment to continuous improvement.
• Advocacy: The ability to effectively promote and support a cause idea or policy in order to bring about positive change raise awareness and influence decision-making at various levels. It requires communication persuasion and a deep understanding of the issue at hand.

• Client Orientation: The ability to understand anticipate and meet the needs of clients or customers to ensure their satisfaction and build strong long-lasting relationships. Professionals with expertise in this competency prioritize customer-centricity and possess the skills to effectively communicate collaborate and deliver value-added solutions that address client requirements.
• Business & Industry Analysis: Involves researching and evaluating market trends competitive landscapes customer preferences and other relevant factors to gain insights and make informed business decisions. It includes assessing market opportunities identifying potential risks and challenges and recommending strategies to drive business growth and competitive advantage.
• Marketing Research: The ability to gather analyze and interpret data to gain insights into customer preferences market trends and competitive landscapes. Professionals with expertise in marketing research possess the skills to design research studies collect relevant data using various methodologies and apply analytical techniques to draw meaningful conclusions.
• Customer Experience & Engagement: The ability to create positive and meaningful interactions between the organization and its customers throughout the entire customer journey. Professionals with expertise in this competency understand the importance of delivering exceptional customer experiences building strong relationships and fostering customer loyalty.
• Product/Service Development: The ability to conceptualize create and enhance offerings that meet customer needs and drive business growth. Professionals with expertise in this competency possess the skills to identify market opportunities conduct market research and collaborate with cross-functional teams to design and develop new products and services.

Required Experience:

Unclear Seniority