Strategic Account Manager / Director

Location: 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

 

 

RWS Language & Content Technology division: 

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.

 

 

About The Role:

 

RWS is seeking an experienced Strategic Account Directors to support key accounts within our technology and services portfolio. This individual will serve as a key member of the Strategic Account Management team, managing and supporting client satisfaction and revenue growth across a set of strategic RWS accounts, identifying and prioritizing client objectives and new business opportunities, and developing account plans to achieve specific strategic and revenue goals within the assigned account base.
 

 

Responsibilities:

 

• Assume full accountability for each relationship and client satisfaction, while looking for new opportunities within the company (new services, new technology / automation, new departments, new requirements, and new stakeholders).
• Manage and grow all post-sales activity for key technology and services customers through strong relationship building, planning and execution.
• Maintain a current and deep understanding of our solutions. Regularly speak with key influencers and contacts at assigned clients to identify their specific, ongoing business needs, mapping those to RWS offerings and propose solutions while collaborating with Solutions Consultant.
• Develop and maintain a plan with each customer for change management, growth, and adoption programs, collaborating with Sales, Marketing, Operations, Support and Professional Services as needed.
• Increase customer retention by building the relationship conducting regular check-in calls for tactical items and perform periodic health checks and strategic business reviews.
• Act as customer advocate and key intermediary in escalation situations.
• Function as the voice of the customer, providing internal feedback on how we can better serve our customers.
• Collaborate effectively with PMO to ensure agreed services are delivered on time and with high quality.
• Collaborate effectively with Product, Support and Engineering teams to ensure accurate information about product roadmaps and offerings is proactively shared with these accounts, and to ensure effective tracking of client-driven feature enhancement requests and bugs.
• Increase customer retention by conducting regular check-in calls for tactical items and perform periodic health checks and strategic business reviews.
• Track accounts to identify churn risk and work proactively to eliminate that risk.
• Collaborate with Sales to develop a plan to ensure SDL is an ongoing, growing part of each customer’s customer experience platform, process, and infrastructure.

 

This individual will have significant responsibility and the charter to work across, up, and down our organization to grow our business. We are looking for a strong player with the capacity to promote a vision, make it viable, and compel colleagues and customers to join in that journey. 
 

 

Personal Characteristics:

 

• A minimum of 5 years’ Localization industry experience, either on the client or LSP side, working in a customer-facing capacity and managing services and technology accounts, relationships, and projects.
• Understand Content workflow, including content creation, localization and publishing.
• Demonstrates experience gaining trusted advisor status in a consultative or account management capacity with Fortune 500 clients.
• Leadership and expertise in identifying, progressing, and collaborating on large services deals including enterprise software.
• Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms.
• Proven track record of meeting and exceeding personal goals and objectives.
• Client/field experiences with Enterprise software, preferably content management, is required.

 

Benefits:

• Amazing benefits. (Seriously!)
• Infinite training, professional development and personal growth opportunities.
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Great work life balance!

 

 

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.