Client Service (WFH, experienced hire)

Role Summary

This is a mid-level hire for our Client Service team, which is the revenue engine of Cadence. The CS team combines project delivery, account management, network management, and product management in one team. This leads to dynamic career growth as your skill set evolves to be an executive capable of scaling teams and running P&Ls. 

You would be affiliated with one of our four services lines - interpretation, moderation, translation and transcription. Your initial placement will depend on your background.

• If you are coming from the primary research industry or firms that serve that industry (eg, expert networks), then your skill set is most suited for the interpretation team.
• If you are coming from the language services industry, you would be suited for the translation or transcription team.

Your ability to run small teams across geographies is critical to success in this role. The role requires being very hands-on in client engagement and project management. You are expected to be responsible for delivering the highest impact / most complicated projects.

The career path for this role can be seen in more detail on our careers page (www.cadencetranslate.com/careers). The specific job title (and corresponding responsibilities and compensation) will be one of three options depending on your background:

1. Senior Associate (preferred) - this is the best introduction to our organization. This role builds your ability to service clients.

2. Manager - this role requires managing 2-4 Associates and Senior Associates. You are still expected to personally handle complicated work.

3. Project Manager - this is our individual contributor track for those who desire specialization and want to be an internal expert.

About Us

Cadence is a language services firm servicing the due diligence industry. We started in Beijing in 2014 and the types of clients we serve are expert networks, investment firms, consulting firms and market research firms. We are a remote-first company whose staff is located across multiple countries. Each individual is functionally aligned to one of three time zones (APAC, EMEA, Americas). We strive to promote internally whenever possible, so this is a limited opportunity to join a company that values ambitious and efficient professionals keen to develop their career. 

The Job

An experienced hire to the Client Service team will be expected to execute on multiple areas:

• Project Delivery
  • Scoping - speak with clients about their language needs and agree on pricing and timelines
  • Delivery - ensure projects are delivered at or above client expectations
  • Bandwidth management - assist in balancing workload among your teammates

• Team Management
  • Ensure new joiners are adequately trained
  • Ensure ideas for team improvements are being generated, acted on, and documented
• Network Management
  • Evaluate the talent utilized for your product on a quarterly basis
  • Recruit to fill any gaps
• Account Management
  • Be the POC for accounts that are frequent buyers of your product
• Product Management
  • Evaluate the performance of your product on a monthly basis with quarterly forecasting

The tools you’ll be using most often are:

• Salesforce, to log client activity and manage some projects
• Front, a tool that sits on top of Gmail, to manage client and linguist communications
• LinkedIn, to research your clients and linguists
• Slack, to communicate internally
  
• (Translation only) Phrase, our TMS/CAT tool for project management

Key Requirements

• Bachelor’s degree
• 2-4 years in a client-facing role at a primary research or language services company 
• Fluency in verbal and written English. Fluency in an additional language is a bonus;
• Excellent client service skills;
• Strong organizational and multitasking abilities;
• Proven attention to detail;
• Ability to work effectively in both independent and team environments;
• Goal-oriented, driven, and highly motivated to succeed & take on challenges;
• Familiarity with CRM systems, and TMS/CAT tools is a bonus

Working Hours & Location

• You will work local hours for your location. But you are expected to be available for meetings with overseas colleagues and clients which may be outside of local working hours.
  
• This is a fully-remote role where you can work from home (WFH)
• We target one annual company offsite and 1-3 client-centric trips per year

Compensation & Benefits

• Competitive salary based on experience and location
• Healthcare insurance and other health benefits
• Annual allowance for professional development expenses

Interview Process

1 - submit your CV.
2 - watch your email for instructions on how to submit a video selfie.

3 - have a screening call with our HR team (focus is the role's scope and working arrangement. A short case study is included.)

4 - meet potential co-workers (focus is to discuss your prior work and education experiences)

5 - final-round interview with our COO (focus is on your career fit)