Account Manager – Group Branding

Location: All of US- Remote                                      

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

Primary Purpose

Under the direction of the Vice President of Sales, the 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 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.

 

Essential Functions

• 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.

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 three years’ experience in the localization and translation industry with solid knowledge of translation and publishing processes.
• 3+ 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.
• Experience in training, mentoring, and coaching team members preferred.

Knowledge, Skills and Abilities

• Ability to provide clear direction, goals and objectives in a respectful manner.
• Ability to make decisions work collaboratively with colleagues to solve challenges.
• Strong organizational skills in a fast-paced, deadline-driven environment
• Ability to 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.
• Ability to 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).
• A team player who can collaborate effectively with a diverse group of individuals.
• Ability to establish and maintain cooperative working relationships.
• Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to resolve issues encountered in course of work in a professional and efficient manner.
• Quality focus and detail oriented.
• Ability to determine root cause analysis.

 

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.

Additional duties

• Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and shipment of projects.

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Equipment

• Uses standard office equipment such as personal computer, scanner, copier, fax machine, telephone/headset.

Work schedules

• Twelve months per year standard work schedule as needed to successfully meet individual and department goals and objectives, and meet employee and client needs, including a reasonable amount of additional hours as necessary.

Travel Requirements

Approximately 10% on the road/overnight travel per year for client visits.