Client Success Representative (English / Spanish)

About KUDO

KUDO is a Series A tech start-up based in New York. As the world leaders in live speech translation technology, we enable individuals and organizations across every continent to communicate with each other in any language—on any platform. What's our secret? A marketplace of 12,000 professional interpreters, combined with a Patented AI Speech Translator. If you are looking for an exciting, high-growth start-up environment and the chance to contribute to a global mission to spread language accessibility through innovation, check us out at kudo.ai.

Our Team 

While KUDO is headquartered in New York, our remote team is globally distributed and culturally diverse, with employees spanning every continent. We have teams, partners, and customers across North America, Europe, Asia, and South America. We are eagerly seeking talented individuals to join us in our vision to give everyone the power to understand and be understood in their own language. And being a Series A start-up, we can guarantee hard work but a lot of virtual socials, competitions, learning opportunities, and fun along the way.

The Opportunity

Join our innovative, technology-driven team and take charge of building and maintaining strong post-sales relationships with prominent brands, enterprises, institutions, and government agencies across the Americas. Reporting directly to KUDO’s VP of Sales, you'll serve as a vital link between KUDO and its customers, while having the chance to showcase your skills in managing renewals and upsells. If you're passionate about technology and excel in client-facing roles, this is your opportunity to position the leading language accessibility solution, make a significant impact, and accelerate your career growth!

Primary Responsibilities

Client Relationship Management:

• Foster strong connections with customers to understand their needs and ensure satisfaction.
• Regularly engage with customers, address their concerns, and gather feedback to enhance our services.

Onboarding and Training:

• Ensure new customers have a seamless onboarding experience by providing training and resources.
• Conduct training sessions, create user guides, and offer support during the initial implementation phase.

Renewal and Upsell Opportunities:

• Recognize chances for contract renewals and upselling additional services.
• Track client usage and satisfaction, conduct check-in meetings, propose upgrades or additional usage to enhance their experience, and negotiate renewals strategically.

Performance Monitoring and Reporting:

• Monitor client performance metrics to ensure they meet their goals with the product.
• Use data analytics to track key performance indicators (KPIs), generate reports, and provide insights to customers on their progress and areas for improvement.

Issue Resolution and Support:

• Serve as the main contact for resolving customer issues or challenges.
• Work with technical support teams, escalate issues as needed, and ensure timely resolution to maintain high satisfaction levels.
• Work proactively with teams from Sales, Marketing, Finance, Product, and Engineering to address customers' needs promptly.

Minimum Requirements

• 5 years of experience in customer relations or account management roles, with a background in SaaS and subscription solutions a plus
• Excellent account management experience with both enterprises and governmental agencies.
• Exceptional presentation, communication, and interpersonal skills in both English and Spanish
• Ability to build excellent rapport with clients, project confidence, and engender trust.
• Problem-solver, with experience with resolving conflicts with customers.
• Attention to detail
• Technology savvy and able to provide specialist training and onboard new customers.
• Experienced with Salesforce and Monday.com a plus.
• Bachelor’s degree required
• Fluent in both English and Spanish

What We Offer

✅ Join a mission-driven organization and help the world communicate effortlessly in any language.  

✅ Collaborate with a diverse and global team spread across 17 countries, learning from professionals with different cultural backgrounds.  

✅ Be part of a recognized success story! We are proud to have been named Forbes' Best Startup Employer and featured in Times Magazine's Top 100 Innovations last Year.   

✅ Experience a company culture that values innovation, transparency, and collaboration, fostering an environment where your ideas and contributions are encouraged and recognized.  

✅ Enjoy the benefits of a remote work setting, offering autonomy, flexibility, and a comprehensive package that includes learning and development opportunities, generous PTO, regional Hub Hangs, and the necessary hardware and accessories to power your remote experience.   

✅ Take ownership of your future through our Stock Option program, giving you the opportunity to become a stakeholder in our exciting journey.  

The principles of diversity and inclusion are essential to the success of KUDO. We are committed to being an equal opportunity employer. We value the diversity in our employees, and we do not discriminate based on race, religion, color, national origin, sex, sexual orientation, disability, gender identity, veteran status, or any other legally protected status.  

KUDO will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. Please contact us to request accommodation.