Role Description Sorenson Communications is seeking a Customer Success Manager (CSM) to support Enterprise customers utilizing accessibility and language service solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting, and speech translation services. This role serves as a strategic partner to enterprise clients by ensuring successful onboarding, adoption, utilization, retention, and growth of Sorenson’s communication accessibility solutions. The ideal candidate is customer-focused, proactive, collaborative, and passionate about helping organizations create inclusive communication experiences for employees and customers. The Customer Success Manager will act as the primary post-sale point of contact for enterprise accounts and will work cross-functionally with Sales, Operations, Scheduling, Interpreter Management, Technical Support, and Finance teams to deliver exceptional customer experiences. Qualifications - Minimum 4 Year / Bachelor’s degree or equivalent work experience. - Minimum 7+ years of experience in Customer Success, Account Management, Client Services, or Enterprise Support. Requirements - Experience managing enterprise or B2B customer relationships. - Strong communication, presentation, and relationship-building skills. - Ability to manage multiple accounts and priorities in a fast-paced environment. - Experience conducting customer business reviews and executive-level communications. - Strong organizational skills and attention to detail. - Proficiency with CRM systems such as Microsoft Dynamics or similar platforms. Benefits - Successful onboarding and adoption of enterprise services. - High customer satisfaction and retention rates. - Timely resolution of customer concerns and escalations. - Increased utilization and growth within assigned accounts. - Consistent delivery of QBRs, reporting, and strategic account planning. Essential Duties and Responsibilities - Customer Relationship Management: - Serve as a primary point of contact for assigned enterprise customers. - Build and maintain strong relationships with customer stakeholders, decision-makers, and operational contacts. - Conduct regular business reviews, account check-ins, and service performance discussions. - Develop a deep understanding of customer business objectives, workflows, accessibility needs, and communication requirements. - Ensure customers receive timely communication, issue resolution, and proactive support. - Customer Onboarding & Adoption: - Lead onboarding activities for new enterprise customers, including implementation, coordination, training, and service education. - Help customers successfully adopt Sorenson Enterprise solutions including: - Video Remote Interpreting (VRI) - On-demand interpreting services - On-site interpreting - Speed translation services - Coordinate customer training sessions and provide best practices for maximizing service utilization. - Support customer adoption of enterprise platforms and scheduling workflows. - Account Success & Retention: - Monitor customer health, usage trends, service quality metrics, and engagement levels. - Identify risks to customer satisfaction or retention and develop action plans to address concerns proactively. - Partner with internal teams to resolve operational, technical, scheduling, or billing issues. - Advocate for customer needs internally while balancing operational capabilities and business objectives. - Drive customer retention and long-term partnership growth. - Strategic Account Support: - Conduct Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and recurring service reviews with enterprise customers. - Analyze service data and customer feedback to identify opportunities for optimization and process improvement. - Collaborate with Sales teams on account growth opportunities, renewals, and expansion discussions. - Support enterprise customers with accessibility strategy recommendations and communication solution planning. - Cross-Functional Collaboration: - Work closely with Operations, Interpreter Scheduling, Workforce Management, Technical Support, Finance, and Sales teams to ensure seamless customer experiences. - Escalate critical customer issues appropriately and drive resolution through completion. - Maintain accurate customer records, account notes, and activity tracking within CRM systems. Working Conditions and Physical Requirements - This role may be required to travel and attend face-to-face meetings and Sorenson sponsored events. - Primarily work from office or home office. - Must be able to sit for extended periods of time while working on a computer and communicating via video phone. Disclaimer This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence. Apply today! www.sorenson.com/company/careers/ Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.

Role Description Sorenson Communications is seeking a Customer Care Manager to support customers utilizing accessibility and communication solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting, and speech translation services. This role serves as a primary customer support resource for enterprise, education, and health care clients by assisting with onboarding, account management, billing inquiries, scheduling support, technical troubleshooting, and general customer service needs. The ideal candidate is highly customer-focused, detail-oriented, organized, and capable of managing multiple priorities in a fast-paced environment. The Customer Care Manager will work closely with customers and internal departments to ensure timely issue resolution, smooth service delivery, and a positive customer experience throughout the customer journey. Qualifications - 4 Year/Bachelor’s Degree or equivalent work experience. - 7+ years of experience in Customer Support, Customer Care, Account Coordination, Client Services, or related roles. Requirements - Excellent written and communication skills. - Excellent organizational skills and attention to detail. - Ability to manage multiple tasks and priorities simultaneously. - Strong problem-solving and customer service skills. - Experience using CRM or ticketing systems such as Microsoft Dynamics, Salesforce, Zendesk, or similar platforms. - Proficiency with Microsoft Office applications. Benefits - High levels of customer satisfaction and responsiveness. - Timely resolution of customer inquiries and support requests. - Accurate account management and billing support. - Successful onboarding experiences for enterprise customers. - Strong collaboration across operational and support teams. - Positive customer relationships built through consistent communication and follow-through. Company Description Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience. Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. - As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. - We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. - Sorenson’s impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. - We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

• Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform, delivering clear findings and recommendations to your Director and client stakeholders. • Lead preparation of monthly account meetings and QBR decks, partnering with your Director on delivery — remote, in-office, and on-site. Your Director will be present at the large majority of client meetings, including all meetings with key account stakeholders. • Proactively assess and monitor customer health via key performance indicators and trends, flagging risks and opportunities to your Director for strategic response. • Diagnose barriers to program performance, identifying areas for intervention and developing data-driven mitigation strategies in partnership with your Director. • Support renewal and expansion efforts by maintaining a strong understanding of account performance and contributing analysis and materials to renewal and growth conversations led by your Director and Enterprise Growth. • Manage day-to-day operational coordination with internal teams (Network, Technical Implementation, Product, etc.) to keep account workstreams on track. • Prepare for and participate in client meetings, presenting materials and responding to client questions; your Director will lead or co-lead the large majority of meetings with key account stakeholders. • Proactively bring the customer perspective to the Stellar organization, contributing to cross-functional discussions about how to improve our platform and services.

• Execute foundational customer success strategies to ensure customer satisfaction • Build and maintain strong customer relationships • Provide proactive support and drive measurable outcomes • Conduct discovery conversations to identify customer goals and pain points • Lead customers through the onboarding process • Monitor customer health metrics and adoption trends • Collaborate with internal teams to address customer needs • Serve as the primary point of contact for account escalations