Customer Success Representative

Hanna Interpreting Services LLC; Spring Valley, Northern (CA, KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Hanna Interpreting Services LLC is seeking a Customer Success Representative to support customers and operations within the Interpreter Intelligence platform, covering OSI, prescheduled virtual interpretation services, and cross-training across other Hanna service lines. The role serves as the main contact for customers from onboarding through ongoing support and retention.

The CSR collaborates with multiple departments to ensure smooth onboarding, accurate documentation, and proactive service

Qualifications

• Completion of Interpreter Intelligence training as required.
• Proficiency with HubSpot or similar CRM platforms.
• Completion of Trainual University curriculum and internal training.
• Strong written and verbal communication and customer relationship management.
• Ability to collaborate cross-functionally and manage priorities.

Responsibilities

• Provide platform support for Interpreter Intelligence, OSI and prescheduled virtual services.
• Build and maintain customer relationships and ensure issues are resolved.
• Coordinate onboarding and implementation within Interpreter Intelligence.
• Provide training and enablement to help customers use Interpreter Intelligence and Hanna services.
• Monitor performance, identify trends and coordinate resolutions.
• Collaborate with Interpretation Operations and other departments for feedback.
• Maintain accurate customer requirements and handoff documentation.

Skills

Interpreter Intelligence training

HubSpot CRM proficiency

Trainual University curriculum

Technical aptitude

Attention to detail

Written and verbal communication

Cross-functional collaboration

Cross-training across service lines

Professional development mindset

Tools

HubSpot

Job description

Job Summary

The Customer Success Representative (CSR), reporting to the Director of Interpretation, is primarily responsible for supporting customers and operations within the Interpreter Intelligence (II) platform, which manages Hanna’s Onsite Interpretation (OSI) and prescheduled virtual interpretation services. The CSR serves as a primary point of contact for customers using these services and supports the customer journey from onboarding and implementation through ongoing platform support, service adoption, and retention. While Interpreter Intelligence is the primary focus of this role, the CSR is expected to be cross-trained across Hanna’s other service lines and platforms to provide backup coverage and team support for On-Demand Interpretation and Translation customers as business needs require.

Duties and Responsibilities

• Interpreter Intelligence (II) Platform Support: Serve as the primary CSR supporting customers, accounts, and workflows within Interpreter Intelligence for OSI and prescheduled virtual interpretation services. Maintain a strong understanding of II functionality and troubleshoot platform or workflow issues, coordinating with internal teams as needed.
• Customer Relationship Management: Build and maintain strong customer relationships by understanding customer requirements, goals, challenges, and service expectations. Serve as a reliable point of contact and ensure customer questions and concerns are followed through to resolution.
• Onboarding & Implementation: Coordinate customer onboarding and implementation within Interpreter Intelligence, including account setup, system configurations, customer requirements, workflows, testing, and go-live support. Ensure all required documentation and handoffs are completed accurately.
• Customer Training & Enablement: Provide clear, practical training and guidance to help customers confidently use Interpreter Intelligence and applicable Hanna services and workflows.
• Performance Monitoring & Support: Monitor customer activity, service performance, satisfaction, and other relevant metrics. Identify trends, risks, or opportunities and coordinate timely resolution of technical or operational issues.
• Cross-Training & Team Support: Maintain working knowledge of Hanna’s On-Demand Interpretation and Translation platforms and workflows. Provide backup coverage and assistance to customers and other Customer Success team members during increased volume, absences, special projects, or other operational needs.
• Internal Collaboration & Feedback: Work cross-functionally with Interpretation Operations, Systems, On-Demand, Translation, Accounting, and other departments. Communicate customer feedback, system issues, and feature requests and participate in testing and process improvement efforts.
• Operational Handoff & Documentation: Maintain accurate customer requirements, workflows, account documentation, and handoff checklists to ensure information is communicated to all impacted teams and customers receive consistent ongoing support.

Skills and Qualifications

• Ability to successfully complete required Interpreter Intelligence (II) training.
• Proficiency with HubSpot or similar CRM platforms and the ability to learn multiple systems.
• Ability to successfully complete required Trainual University curriculum and assigned internal training.
• Strong technical aptitude, organizational skills, attention to detail, and problem-solving ability.
• Strong written and verbal communication and customer relationship management skills.
• Ability to collaborate cross-functionally, manage competing priorities, and follow through on action items.
• Willingness and ability to cross-train across multiple service lines and platforms.
• Commitment to professional development, continuous learning, and process improvement.