RWS is a world-leading provider of technology-enabled language, content management and intellectual property services. We help our clients to connect with and bring new ideas to people globally, by communicating business critical content at scale and enabling the protection and realisation of their innovations.

The Role

Responsible for the overall client account management that drives retention and client satisfaction. This is a client facing role with supervisory responsibilities.

Key Responsibilities

• Collaborate with sales team for new client onboarding.
• Open, set up and maintain client accounts and work with other internal teams as needed.
• Responsible for client account closures.
• Closely collaborate with Data Integrity Specialist to ensure data onboardingadheres to project timeline and meets quality standards.
• Prepare budget reports & other reports upon client request.
• Gather data for analysis of client behaviour for internal reporting.
• Process client instructions & generate invoices.
• Handle payment rejections & issue credit notes.
• Responsible for handling incoming client communications.
• Responsible for proactively scheduling client care calls and or contributing key client account information to respective RWS teams for business reviews.
• Delegate appropriate tasks across team as needed.
• Ensure the highest level of care when working with client data.
• Supervisory responsibility of the department administrator including
• providing coverage when administrator is on leave.
• Liaise with clients and colleagues in a professional manner.
• Liaise with RWS Finance department.
• Train team members and provide assistance as needed to ensure work is completed timely and accurately.
• Responsible for any other duties assigned and executed to the highest standard.
• Ensure compliance with policies and procedures and take immediate action by reporting to your supervisor where risk is identified.
• Timely delivery of all communications & projects to clients and internal team members ensuring that all deadlines are met.
• Understanding of task-tracking and urgency.
• Exceptional project management of varied projects and processes.
• Ability to master internal operating system and platforms.

Experience & Skills

• A minimum of 6 years of customer service and account management in the IP industry required.
• A minimum of 2 years of supervisory experience preferred.
• Strong verbal and written communication as well as interpersonal skills.
• Strong project management skills desired with proficiency in time management, planning and organising.
• Attention to detail, problem solving, and analytical skills required.
• Capable of working both with and without supervision, individually and as part of a team

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Life at RWS

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS.

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.

Diversity & Inclusion

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.

Recruitment Agencies

RWS 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.