Client Service Manager managing relationships and growing accounts for AND Digital, a tech company focused on closing the digital skills gap.
About the role
- Client Services Specialist providing updates and support for NASA clients in IP translation and filing processes. Handling complaints, pricing quotes and urgent orders while managing time zone coordination across teams.
Responsibilities
- Provide updates during US working hours on in-flight EMEA-handled translation and filing orders to customers and colleagues in the NASA region
- Investigate and respond to complaints/feedback from customers in the NASA region within the same working day, working through the resolution and root cause analysis steps as far as possible
- Provide same-day price quotes where possible or, if not possible, initiate the price quote process for NASA customers and colleagues
- Relay urgent orders from NASA customers to APAC teams to ensure NASA-based clients receive immediate support and avoid delays.
- Handle orders with Asian-only language pairs to maximise time zone benefits, increasing available translation time and capturing data to feed into pricing information
- Assist Operational Leads with reporting activities and data gathering.
- Provide ad hoc support to EMEA operations teams
Requirements
- Proven experience in a client-facing role, ideally within a professional services or language services environment
- Familiarity with workflows such as quoting, order management, and invoicing; experience in IP-related processes (translation and filing) is highly desirable.
- Self-starter – proven ability to work remotely from rest of team
- Demonstrated ability to work independently and manage priorities across global teams, ensuring seamless handovers between regions.
- Experience investigating and resolving client complaints, including root cause analysis and corrective actions.
- Ability to prepare accurate price quotes and understand cost drivers in service delivery.
- Comfortable gathering and analyzing operational data for reporting purposes.
- Excellent written and verbal communication skills for liaising with clients and internal teams
- Competence with MS Office and familiarity with CRM or order management systems; experience with IP management tools or CAT tools is a plus.
Benefits
- Possibility to do charity work for 5 days paid.
- 4 weeks’ holiday, your birthday OFF and 5 sick days.
- Access to a vast library of eLearning training.
- Great benefits plan (dental, medical, STD/LTD, EAP…)
- Hybrid/Remote model and Agile work practices
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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