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:

Under the direction of the Senior Director of Accounts, Linguistic Validation, the Account Manager Team Lead, Linguistic Validation manages client relationships, including key client relationships, with targeted existing portfolio accounts and develops opportunities with new divisions to maximize client revenue growth and overall satisfaction.  Success is driven by strong communication, organizational skills, influence, and a keen ability to clearly understand client requirements, while working closely with the Production team.

The Account Manager Team Lead has team management responsibilities including mentoring staff members and monitoring and assisting with their workload. 

The Account Manager Team Lead, proactively ensures high client retention and maximum revenue growth for their assigned clients and the clients of their direct reports. This is achieved by partnering with Project, Account and Solutions teams across interconnected accounts.  This includes gaining a deep and solid understanding of the clients’ organizational structures, business entities, procurement processes, management objectives, general processes and product focus, as well as recognizing changing needs and expectations.

Responsibilities:

• Proactively interacts at all levels throughout the RWS Linguistic Validation unit to closely monitor and assess overall service delivery, identify new business opportunities, and maximize RWS “wallet share.”
• Assists the Senior Director of Accounts to ensure all client initiatives are completed in an efficient, accurate, and timely manner.
• In a timely and professional manner, assists in evaluating department members to ensure department and individual performance objectives are met.
• Handles questions from Account Managers to resolve issues and implement corrective measures to ensure proper workflow and client satisfaction and escalates as necessary to the Department Director or VP of COAs.
• Partners with clients to develop custom and innovative solutions for new/developing challenges.
• Identifies, analyzes, and qualifies all growth opportunities and promotes RWS service offerings to existing and prospective divisions.
• Directs and initiates CAPAs and process improvement initiatives with key clients.
• Manages annual portfolio targets and achieves growth initiatives.
• Analyzes client feedback trends and initiates improvement initiatives as necessary.
• Works closely with Operation Project Teams to manage a   a portfolio of accounts by meeting regularly to discuss issues, challenges, and opportunities to measure past business performance and provide accurate forecasting to meet gross margin targets.
• Ensures the retention, growth, and satisfaction of assigned accounts by understanding, evaluating and addressing clients’ needs.
• Works closely with the RWS Regulated Industries Sales team to function as a Linguistic Validation Subject Matter Expert in client calls and meetings.
• Works closely with the RWS Regulated Industries eCOA Solutions Lead to develop and enhance eCOA vendor relationships.
• Participates in competitive bidding events (e.g., RFPs) to support sales activities and contributes to the preparation of responses.
• Works closely with Linguistic Validation management team to prepare and present new services and solutions to clients.
• Plans, prepares and conducts quarterly business reviews (including on-site visits)with assigned key accounts.
• Maintains and monitors written service agreements and pricing information for assigned accounts.
• Understands client needs and demonstrates client-facing software solutions to target clients and prospects.
• Ensures timely payment of client account invoices through regular review, analysis, follow up, and escalation as needed.
• Develops, implements, reviews and updates Account Plans 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.
• Supervises Account Managers; reviewing client-facing deliverables, assisting with communication and participating in client meetings where required.

Requirements:

• Ability to provide leadership for employees and provide clear goals and direction in a respectful manner.
• Ability to communicate and lead employees through changes.
• Ability to make decisions and resolve job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment
• Ability to prioritize competing work demands, and maintain composure under pressure.
• Fluent communication skills of written and verbal English
• Possess strong presentation skills.
• Ability to understand, apply and use personal computers and software applications (e.g. Microsoft Word, Excel, PowerPoint, Adobe Acrobat, CAT Tools, Office 365/Skype, CRM/AURORA/other production software).
• A team player who can collaborate effectively with a diverse group of individuals.
• Ability to establish cooperative working relationships and collaborative effectively with diverse groups.
• Ability to exercise discretion and independent judgment and work with minimal supervision.
• Ability to maintain confidentiality of company financial information and other sensitive information.
• Quality focus and detail oriented.
• Ability to determine root cause analysis.
• Ability to oversee and mentor team members.

Qualification profile:

• Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
• Bachelor’s degree in Business, Language, or other related field.
• Minimum four years’ experience in the localization and translation industry with solid knowledge of linguistic validation, eCOA, translation and publishing processes.
• 4+ years of hands-on experience managing enterprise-level client accounts and relationships.
• Demonstrated successful experience in development and implementation of complex enterprise account strategies strongly preferred.
• Successful leadership or mentoring experience. Prior supervisory experience preferred.
• Understanding of translation management tools (CAT tools).

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.

 

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.

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 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.