Customer Success Manager

• Respond to inbound leads quickly and professionally (emails, calls, forms, live chat)
• Qualify requests by gathering all required information (service type, language, duration, deadlines, etc.)
• Provide initial cost estimates and explain service policies and conditions to set clear client expectations
• Work with the Production team to confirm final pricing and ensure a seamless project handoff
• Track all interactions and updates in the CRM system
• Maintain excellent client relationships and ensure a positive customer experience
• Follow up with clients to ensure their needs are met and projects move forward
• Identify opportunities to recommend additional services when appropriate
• Share feedback on client interactions to help improve the inbound process and conversion rates
• Execute quarterly upselling and cross-selling campaigns via email and phone

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