Account Services Project Manager, Linguistic Validation

Location: Hartford, CT

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 general supervision of the Director of Accounts, LV to oversee a selected Linguistic Validation Account by providing customers and prospects with strong customer service and effective solutions. To participate in client visits, presentations, process improvements, and specific project work to help provide support and education to client teams. To monitor the effectiveness of LV deliverables and service for key client account, and to manage and improve this key client relationship. Serves as lead project manager and client contact for specific projects and regularly coordinates completion of most complex projects. Provides guidance and support to others. Completes specials projects and may coordinate the review, development, and implementation of processes and/or materials.

Working independently, regularly and effectively manages complex client projects. Anticipates project issues and provides pro-active solutions utilizing independent discretion/judgment.  Keeps Supervisor/Manager informed of issues/concerns as appropriate. Keeps PM Client Team Lead informed of issues/concerns on project related issues/concerns as appropriate. Serves as key account manager. Initiates and completes special projects including department/process improvements and new service development.

Essential Functions

• Understands and adheres to company Quality Management System (QMS) requirements.
• Oversees a key client account for the Linguistic Validation business unit, serving as a primary point of contact and facilitator.
• Maintains overall responsibility for satisfaction of the client account for the Linguistic Validation business unit.
• Serves as an escalation point for issues encountered by client.
• Visits client in person as necessary, working to determine satisfaction levels and opportunities for improvement.
• Assists preparing materials for regularly scheduled KPI meetings with key Linguistic Validation client.
• Attends conferences on behalf of RWS.
• Develops new processes in collaboration with the Director of Accounts, LV and LV Production teams.
• Monitors Linguistic Validation operations for client, and highlights deficiencies to the production team for correction.
• Serves as Lead Project Manager on the company’s most complex projects. Manages approximately 60% of the production revenue compared to a Senior Project Manager.
• Coordinates and communicates with interviewers and recruiters for the purpose of conducting debriefing interviews, analyzing results, and making recommendations for improvements.
• Coordinates and communicates with translators, research specialists, in-country/client reviewers, and others as needed.
• Coordinates with colleagues in other departments for the purpose of ensuring efficient workflow.
• Maintains accurate and up-to-date spreadsheets and other documents needed to ensure that that there is a complete overview of the current status of LV projects and that information is readily retrievable.
• Assists in maintaining and ensuring the reliability of key operating data and databases.
• Maintains project and client records as needed.
• Makes sure that clients are kept regularly informed as to the status of projects and otherwise communicates with clients as needed to ensure client needs are met and issues are resolved.
• Composes or generates a variety of materials (e.g. reports, memos, letters, manuals, etc.) for the purpose of documenting activities, training, providing written reference and/or conveying information regarding the status of projects, etc.
• Ensures that projects are delivered to clients error-free and as specified within established timeframes.
• Recommends and implements policies, procedures and/or actions for the purpose of improving efficiency and providing direction for meeting the company’s objectives. Evaluates effectiveness of improvement initiatives.
• Completes special projects as assigned.
• Engages in ongoing training and professional development.
• Provides support, mentoring and training for LV Team members associated with key account.
• Proposes and conducts special projects to improve department and/or company efficiency and quality of work. Evaluates completed projects to assess their effectiveness; revises as necessary.
• Recommends policies, procedures, and/or actions to improve departmental efficiency and product quality, and to meet company quality and cost objectives.
• Ability to exercise independent judgment to problem-solve job-related issues.

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.

Knowledge, Skills and Abilities

• Knowledge of all company LV project management, desktop publishing, and project planning procedures.
• Ability to communicate effectively, demonstrating a clear understanding of project requirements and linguistic validation procedures.
• Ability to quote and process all types of projects, anticipate issues on projects, and provide solutions.
• Ability to provide leadership for employees and provide clear direction, goals and objectives in a respectful manner.
• Ability to communicate with, train and lead employees through changes in procedures, clients requirements, and other production processing issues.
• Ability to make decisions and lead employees through problems on job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment
• Ability to prioritize and coordinate competing work demands,
• Ability to maintain composure under pressure.
• Fluent communication skills of written and verbal English. Knowledge of English grammar, syntax, and word usage, and excellent proofreading skills.
• Ability to report work orally and in writing as required.
• Ability to understand, apply and use personal computers and software applications (e.g. Microsoft Word, Excel, PowerPoint, Adobe Acrobat, CAT Tools, Office 365/Skype, D365/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 fostering teamwork and consensus-building.
• 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 customer service and production issues in a professional and efficient manner.
• Quality focus and detail oriented

Physical and Mental Demands, Work Hazards

Works in standard office building environments.

See the Summary of Physical, Sensory and Environmental Requirements Needed to Perform Essential Job Duties for this position.

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:

• Four-year college degree or equivalent in Business, English, Foreign Language, Sales, Marketing, Social or Applied Science, or other related field.
• Successful production management/planning and account management (vendors and clients) experience in a fast-paced environment, generally a minimum of five years, and within Translation industry.
• Demonstrated excellent problem solving and analytical skills.
• Demonstrated excellent client relations, interpersonal and communication skills.
• Familiarity with foreign language.
• Translation experience preferred.
• PMP Certification a plus

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 

As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

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 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

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.