Job Title:    Program Director     
Location:    Seattle or Bay Area    
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

RWS Language & Content Technology: offering the latest innovations in language and content management technology to help enterprises engage with global audiences – across any device. Our language technology enables enterprises to automate and manage the entire content lifecycle. And our web content and structured content management technology supports the creation, translation and delivery of global content at scale – in ways that are efficient, secure and compliant. The combination of our language and content technology – enhanced with state-of-the art Machine Learning – offers the capability to manage the ‘end-to-end’ translation supply chain.

Job Purpose

As the Program Director / Strategic Account Director you’ll be responsible for leading the client relationships and RWS team in one of RWS’s key enterprise accounts with the ultimate goal of driving world-class delivery and upselling that drives revenue growth, profitability and innovation.

Key Responsibilities

• Develop and maintain strong personal relationships across the customer organization.
• Proactively identify and develop new business opportunities to sell current or new company products or services within customer based on thorough knowledge of customer organization, culture, needs and requirements.
• Create the Account Penetration Plan’s (APPs), using the LAMP methodology and evaluate fulfilment of goals and actions set in the plans.
• Regularly evaluate customer satisfaction and lead account reviews in order to determine the efficiency of current strategy and identify opportunities for improvement of cooperation.
• Determines pricing targets and service mix that are in line with profitability expectations.
• Manage revenue and profitability MTD, QTD and YTD, tracking forecasts to actuals while taking direct responsibility for P&L and optimize cash flow through prompt invoicing, as well as resolving delayed payments.
• Acts as the face of RWS for business issues, acting as the escalation path for solving problems and issues, acting as the customer’s representative within RWS making sure that all their needs are met in the best possible way.
• Supervises the analysis of client-specific requirements, tools, processes; leads innovation on production approaches
• Oversee interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Oversees Managers responsible for successful fulfilment of customer projects, who will be responsible for the following:
   

• Ensures all project-relevant information are available to production team.
• Conducts project team building meetings to ensure that both sides are clear on the individual members’ roles and responsibilities.
• Advises their reports on all issues, on which the report is not clear.
• Overlooks a smooth execution of customer projects on RWS’s side.
• Acts as an escalation point, participates in resolution of major account problems relative to relationship, quality, timeliness and cost.

• Shares knowledge with other Managers, contributes to ongoing improvement of the account development process and creating best practices
• Builds, mentors, coaches, trains, monitors, assigns and sets objectives for team of reports.
• Ensures team's compliance with standards, practices and policies.
• Organizes and leads Key meetings (QBR, milestones, RCAs) and calls, ensures they are recorded and distributes meeting minutes and monitors delivery of agreed action items.
• Regularly follows industry news and trends. Improves his/her knowledge through active participation on trainings and self-trainings.
• Leads collaboration with directors of cross-functional teams such as vendor management, quality (MLS) or development to plan and track the contributions of these internal service divisions to the goals assigned to enterprise accounts.

Key Skills & Experience Requirements

• A genuine interest in large, fast moving global technology clients, their direction and how to support them.
• You will have been educated to degree level complimented with demonstrable experience of leading the delivery and growth within major language service clients at multi $m level.
• You will have the ability to analyse and interpret inquiries or complaints from enterprise customers, including all levels of stakeholders with the experience to effectively present information to top management.
• Excellent interpersonal, written and verbal communication skills.
• Demonstrable people management and leadership experience with a track record of establishing strong relationships, working effectively through others in order to accomplish business objectives.
• As this is a P&L role, you will have extensive experience in financial management, budgeting and planning and be at ease with financial data.
• High level of sales experience that enables you to lead new client sales cycles, including presentations, analysis, recommendations and relationship development.
• Demonstrable ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.
• Demonstrated success at leading multi $m accounts / projects.
• Proven experience and skill in development of processes and ideas.
• English fluency a prerequisite with a second language highly desirable.
• Focus on business awareness of competitive environment with the ability to translate these into new opportunities
• Strong analytical skills
• Consultative & creative approach to solving clients’ needs, ability to identify the best, not the easiest, solution

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.