Key Account Manager - IP Services 

Remote West- CA

RWS IP Services, a division of RWS, provides industry-leading Intellectual Property support services delivered through integrated technology solutions. We offer the highest-quality patent translations, a global patent filing experience and a range of cutting-edge intellectual property (IP) search services.  We serve a global client base including industry, law firms, licensing organizations and technology transfer offices. Our in-house search and translation teams, supported by an extensive network of over 7,500 specialized translators and 40,000 researchers, provide powerful solutions to assist with strategic decision-making across the entire IP life cycle.  For further information, please visit: RWS Intellectual Property Services

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.

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.  For further information, please visit: www.rws.com.

The Role

• To maintain and nurture relationships with RWS IP Services’ Key Accounts ensuring that revenue and profit targets are maximized through specific account management methodologies and regular contact including face-to-face visits to client sites.
• To help RWS become a strategic partner and advisor to its most important clients.
• To identify and leverage further opportunities for closer collaboration and increasing revenue.
• Key Accounts are defined as clients which are critical to the success of RWS, which may be accounts of high revenue or strategic value, or revenue potential.

 Main Goals

• Build strategic relationships with RWS IP Services key accounts.
• Focus on revenue growth and upselling, protect vulnerability and secure risks.
• Proactive account growth planning and execution.
• Sales-centric, bespoke approach to account strategy.

Key Deliverables

• Acquire a thorough understanding of each Key Accounts’ needs and requirements.
• Develop Key Account Plans to document strategies for growth, track progress and evolve the strategy as account/business needs change.
• Define and deploy constant initiatives to create and materialize growth and upsell opportunities within allocated key accounts.
• Coordinate and take a leading role in online and face-to-face Business Review Meetings.
• Participate in internal Key Account Review Meetings, share plans for development and discuss strategy with senior management.
• Maximize sales revenue and profitability for each Key Account by reviewing and developing business strategies to ensure continued growth in core service uptake.
• Ensure ownership of each account’s revenue forecast and quotas.
• Gain and provide visibility in each account’s long-term planning/forecasting process.
• Maintain a set of key performance indicators (KPIs) to ensure ongoing measurement of customer satisfaction, service quality and compliance to each account’s key goals and requirements.
• Act as communication link between all key internal stakeholders regarding the management of allocated accounts.
• Act as escalation point to investigate issues and problems faced by Key Accounts, and coordinate with Operations to resolve service issues.
• Ensure regular reporting of key accounts’ revenue status and forecast, opportunities, risks and growth strategies.
• Proactively work, in conjunction with the Accounts Department, to resolve outstanding payments in line with agreed contractual payment terms.
• Design and deploy ongoing and proactive plans and strategies to maintain, adjust and maximize RWS IP Services’ value propositions and solutions for each customer.
• Using the RWS CRM system (Salesforce), maintain up-to-date information for sales leads, open opportunities, client contacts and face-to-face visits.
• Whether face-to-face or through regular contact ensure that Key Accounts are kept up to date with any developments and innovations within RWS.
• Play an integral part in expanding relationships with Key Accounts by promoting additional services offered by RWS.
• Act as main contact for Requests for Information/Proposals (RFIs/RFPs) ensuring all responses demonstrate RWS added value.
• Working with senior management, establish new or renegotiate existing Master Services Agreements (MSA).

Base Pay: $50,000 / yr. + $25k bonus Opportunity

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.

 

Key Skills & Experience Requirements

Customer service focus	Previous experience within a customer facing B2B role within the IP industry (minimum of 4-5 years) Understands the importance of providing high-quality customer service. Strives to exceed the expectations and requirements of clients and internal stakeholders. Ability to develop solutions based on client needs.
Communications skills	Ability to communicate courteously and efficiently, and aptitude in building relationships with professionals of all organizational levels. Effective communication skills (verbal, listening, written, presentational and interpersonal) and ability to develop and maintain good relationships both internally and with clients. Ability to promote the exchange of ideas and information and to encourage dialogue.
Proactive approach	Organized and self-motivated with a “can-do” attitude. Always seeks practical/workable and innovative methods to solve problems and deliver solutions. Demonstrates a continuous drive for quality and a commitment to excellence. Proactively demonstrates a desire to enhance and develop own skills and knowledge.
Organizational skills	Proven ability to organize, plan and prioritize tasks within a high volume, varied workload. Ability to identify critical tasks and interdependencies. Ability to interpret and analyze client performance data, documenting findings in written reports and presentations.
Teamwork	Proven ability to effectively work on own initiative whilst contributing within a team environment. Act as a positive role model, fostering a climate of teamwork and development.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.  

In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS embraces DEI 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. 

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, 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 regarding accommodations related to this policy.