Senior Account Manager – Life Sciences

Location – US Remote - MST / CST / EST only                        

About RWS: RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.  Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.  Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L). For further information, please visit: www.rws.com

About The Role:  The Senior Account Manager manages client relationships with targeted existing portfolio accounts and develops opportunities with new divisions in order to maximize client revenue growth and overall satisfaction.  The Account Manager is an integral part of the sales team focusing on achieving enterprise client success through innovation and high-quality service delivery.  Success is driven by strong communication, organizational skills, influence, and a keen ability to clearly understand client requirements, working closely with the Production.

The Senior Account Manager proactively ensures high client retention and maximum revenue growth by working closely with project, account and solutions teams to coordinate and execute strategic initiatives, pricing strategies, and growth programs across interconnected accounts.  This includes gaining a deep and solid understanding of clients’ organizational structures, business entities, procurement processes, management objectives, general processes and product focus, as well as recognizing changing needs and expectations.

Requirements:

• 5 years or more of Localization experience in Life Sciences (Account Mgmt. or Operations role)
• Strong organizational skills in a fast-paced, deadline-driven environment with a sense of urgency
• Team player who can collaborate effectively with a diverse group of individuals with ability to establish and maintain cooperative working relationships.
• Resolve issues encountered in course of work in a professional and efficient manner.
• Provide clear direction, goals and objectives in a respectful manner.
• Make decisions to solve challenges with creative solutions
• Prioritize and coordinate competing work demands, and maintain composure under pressure.
• Fluent communication skills of written and verbal English
• Ability to report work orally and in writing as required including strong presentation skills.
• Understand, apply and use personal computers and software applications (e.g. Microsoft Word, Excel, PowerPoint, Adobe Acrobat, Office 365/Skype, CRM/AURORA/other production software).
• Exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Maintain confidentiality of information regarding company financial and other information.
• Quality focus and detail oriented as well as ability to determine root cause analysis.

Responsibilities:

• Proactively interacts with client contacts and key decision-makers at all levels throughout the Regulated Industries Division as needed to closely monitor and assess overall service delivery, identify new business opportunities, and maximize RWS “wallet share” including bid preparation and follow-up, bid approval, and positioning to ensure overall client success.
• Partners with clients in “think-tank” scenarios and discussions to help develop custom and innovative solutions for new/developing challenges.
• Identifies, analyzes, and qualifies all growth opportunities and directly promotes RWS service offerings to existing and prospective divisions.
• Manages annual portfolio targets and achieves growth initiatives, based on upselling strategies.
• Work closely with Operations to manage gross margin target of portfolio accounts by meeting regularly with project teams to discuss issues, challenges, and opportunities, as well as to measure past business performance and provide accurate forecasted performance.
• Ensures the retention, growth, and ongoing satisfaction of assigned accounts by understanding, evaluating and addressing clients’ ongoing, changing, and unexpected needs.
• Participates in competitive bidding events (e.g., RFPs) to support sales activities and contributes to the preparation of responses.
• Works closely with Solutions team to prepare and present new services and solutions to clients within the scope of growth strategies.
• Plans, prepares and conducts quarterly business reviews with assigned key accounts and leads all client interactions, including on-site visits.
• Contributes input for service improvements and new solution designs by collaborating with Global Solutions, Marketing, and Sales teams.
• Maintains and monitors written service agreements for assigned accounts, as well as pricing information within production platforms.
• Understands client needs and demonstrates client-facing technology solutions to target clients and prospects.
• Develops, implements, reviews and updates Strategic Account Plans (SAP) and drives them towards annual growth objectives in collaboration with the assigned operations team.
• Reviews, analyzes and manages the implementation of new Master Service Agreements (MSA), renewals, and all amendments.

Metrics

• A baseline of monthly/quarterly/annual revenue per assigned account, manifested as a portfolio target, will be established and each Account Manager will be measured on his/her ability to maintain and grow each account over the established baseline.
• Forecasting and account planning will be completed with consistent measurement to achieve targeted gross margin per portfolio account.
• Responsible for maintaining baseline client satisfaction scores, and driving Net Promoter Score improvements.

Benefits:

• Amazing benefits. (Seriously!)
• Infinite training, professional development and personal growth opportunities.
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Great work life balance!

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch. We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   

RWS embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS is an Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

RWS Employees hired for roles positions that require work on site at RWS offices, customer offices, and travel on behalf of RWS and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws with regard to accommodations related to this policy.

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.