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MCIS Language Solutions Job Board

Account Representative

hybrid
Toronto, ON, Canada .
contract . December 9, 2025

Description

Account Representative

This is a full-time temporary employment opportunity of the duration of one (1) year from the start date. Expected start date is March 1st 2026

About Us
MCIS Language Solutions is a not-for-profit that has evolved into a social enterprise and has been relentlessly pursuing its goal to remove language barriers for over 30 years. With over 60 full time staff and engaging a roster of over 6,000 language professionals, MCIS provides a full suite of language solutions: from language interpretation, translation and transcription to localization, training, and training development for government, legal, police services and healthcare organizations in more than 300 languages.

VISION | To connect people globally through languages.
MISSION | To advocate for language rights and equitable access to critical information and services through language solutions and human connections.
VALUES | Making a Difference, Compassion and Collaboration, Integrity and Innovation, Social Justice.

Social Purpose
Every year MCIS invests some of its net income into initiatives that support free services for vulnerable populations, training subsidies for aspiring interpreters and translators, and language advocacy initiatives such as the Our Language Rights Canada Conference on Canadian Language Advocacy Day.
Our Social Purpose Statement is that we exist to uphold the human right to be informed, heard, and understood. Language rights protect the rights of individuals and groups to choose which language(s) they use in private as well as in public interactions, such as legal, health, educational or political access to information and services.

DUTIES AND RESPONSIBILITIES
Reporting to the National Business Development Manager, the Account Representative is responsible for managing and nurturing client relationships, ensuring customer satisfaction, and driving business growth. This role requires a proactive approach to understanding client needs, resolving issues, and providing excellent customer service. The Account Representative will act as the primary point of contact for assigned clients and will collaborate with internal teams to deliver on client expectations. 

The Account Representative’s key roles and responsibilities are as follows:

Identify Sales Opportunities for Potential and New Clients
  •  Follow up on potential clients’ requests via phone and emails.
  • Call, follow up and research prospective clients’ current use of interpretation and translation services, as well as the organization's key decision-makers.
  • Send agreements and pricing information and following up with welcome letters and instructions.
  • Proactively assess and validate new clients’ needs on an ongoing basis and make recommendations to the clients.
  • Interact and coordinate with the sales team and other staff teams working on the newly launched accounts.
  • Assist the business development team in researching to identify new markets and client needs.
  • Support the business development team with new business development initiatives.
  • Analyze data and trends to improve sales outcomes and to identify priority areas for growth.
 
Developing and Maintaining Long-Term Client Relationships
  • Support the Account Managers by looking after smaller accounts.
  • Perform as the lead point of contact for any and all matters specific to your accounts.
  • Ensure the timely and successful delivery of services based on the client's needs and objectives; liaise with the Client Services Departments to improve client experience.
  • Respond and prioritize changing requirements in a timely manner in order to meet clients’ needs and expectations.
  • Provide onboarding training to new clients.
  • Respond to clients’ inquiries through emails and phone calls; attend client meetings in person as needed.
  • Resolve clients’ complaints and prevent additional issues by improving our existing process.
  • Continue to educate clients by delivering service provider presentations on a yearly or on an as-needed basis.

Customer Feedback
  • Monitor and analyze client feedback to identify service improvement opportunities, coordinate with relevant departments to resolve issues, and escalate critical concerns as needed.
  • Collaborate with internal teams to address customer concerns, escalating to higher management when necessary. 
  • Provide clients with updates on actions taken based on their feedback, demonstrating commitment to continuous improvement and customer satisfaction. 

Reporting
  • Support the Account Manager(s) by preparing usage reports to their clients on a monthly/quarterly/yearly basis.
  • Present progress reports for assigned small accounts, to the National Business Development Manager and Director of Marketing & Business Development on a quarterly basis and discuss strategies for fulfilling clients’ needs.
  • Prepare and present reports on new clients.
  • Ensure compliance with insurance requirements and maintain accurate records of all insurance-related documentation.

Contract Management
  • Ensure the contracts being signed align with MCIS’ service delivery capacity. 
  • Ensure new client accounts are set up according to the client’s specifications and all CRM is properly updated with the details. (i.e. Hubspot)
 
Perform any other tasks that are related to the Department and the vision of MCIS.  

EMPLOYMENT REQUIREMENTS 

Core Competencies  
  • Communication: The ability to effectively convey and exchange information, ideas and thoughts to others through various channels in a clear, concise and appropriate manner, while also actively listening and seeking understanding.  
  • Innovation: The ability to identify new ideas, solutions and approaches to address challenges, improve processes and create value. It involves thinking creatively, seeking novel opportunities and implementing practical changes that drive positive impact and continuous improvement.  
  • Integrity: The ability to consistently adhering to ethical principles, moral values, and professional standards in all actions and decisions. It entails honesty, transparency, and a commitment to doing what is right, even when faced with challenges or difficult choices.   
  • Collaboration: The ability to work effectively and harmoniously with others to achieve common goals. It involves actively engaging in open communication, sharing knowledge and resources, and fostering an environment of mutual support and respect.  
  • Quality: The ability to consistently delivering work, products, and services that meet or exceed established standards, resulting in value, reliability and customer satisfaction. It involves attention to detail, adherence to processes and a commitment to continuous improvement.  
  • Advocacy: The ability to effectively promote and support a cause, idea, or policy in order to bring about positive change, raise awareness, and influence decision-making at various levels. It requires communication, persuasion, and a deep understanding of the issue at hand.  

Functional Competencies 
  • Client Orientation: The ability to understand, anticipate, and meet the needs of clients or customers to ensure their satisfaction and build strong, long-lasting relationships. Professionals with expertise in this competency prioritize customer-centricity and possess the skills to effectively communicate, collaborate, and deliver value-added solutions that address client requirements.
  • Business & Industry Analysis: Involves researching and evaluating market trends, competitive landscapes, customer preferences, and other relevant factors to gain insights and make informed business decisions. It includes assessing market opportunities, identifying potential risks and challenges, and recommending strategies to drive business growth and competitive advantage.
  • Marketing Research: The ability to gather, analyze, and interpret data to gain insights into customer preferences, market trends, and competitive landscapes. Professionals with expertise in marketing research possess the skills to design research studies, collect relevant data using various methodologies, and apply analytical techniques to draw meaningful conclusions.
  • Customer Experience & Engagement: The ability to create positive and meaningful interactions between the organization and its customers throughout the entire customer journey. Professionals with expertise in this competency understand the importance of delivering exceptional customer experiences, building strong relationships, and fostering customer loyalty.
  • Product/Service Development: The ability to conceptualize, create, and enhance offerings that meet customer needs and drive business growth. Professionals with expertise in this competency possess the skills to identify market opportunities, conduct market research, and collaborate with cross-functional teams to design and develop new products and services.
 
EDUCATION & EXPERIENCE
The Account Representative should have a general post-secondary education (university degree/college diploma) with a focus on Business Administration or Marketing. A combination of experience and training would also be required.
The education & training required for this position provides a solid foundation and knowledge in sales and marketing. These skills position the role to provide recommendations to meet the organization’s sales goals.
The Account Representative requires a minimum of 2 years of related experience in order to effectively fulfil the functions of this position. This related experience will be sales, cold calling, creating and analyzing sales reports; effectively responding to and resolving client issues; identifying and meeting customer needs and expectations; effectively managing projects through planning and scheduling etc. Given this previous experience, 3-6 months of on-the-job learning is required to fully understand the business and organizational culture.

This is a full-time temporary employment opportunity of the duration of one (1) year from the start date. Expected start date is March 1st 2026

CLOSING DATE: January 5th, 2026

JOB POSTING TYPE: This is a full-time temporary vacancy.  

OUR ENVIRONMENT 
At MCIS, we’re committed to modeling diversity and inclusion for the entire language industry and the non-profit sector. This is made possible by maintaining an inclusive environment with equitable treatment for all. 

APPLICATION PROCESS 
The application process will include a phone screening and an interview(s) with the hiring panel. Successful candidates would then proceed to a reference check and a background check.  

USE OF AI 
We utilize artificial intelligence (AI) tools during the recruitment process to enhance the efficiency and effectiveness of candidate screening and selection. These tools assist in evaluating applications based on predefine criteria. If you have any questions or concerns regarding the use of AI in your application, please feel free to reach out to us.  

Accommodations for job applicants with disabilities are available on request. 

Compensation

$50,000.00 - $53,000.00 per year

Know someone who would be a perfect fit? Let them know!