Strategic Account Manager

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Job Responsibilities:

The Welocalize Account Manager is responsible for developing and sustaining a long-term strategic customer relationship, leveraging our subject matter expertise and service capabilities to create value-based solutions, serving as customer advocate for internal and external stakeholders, driving growth and lifetime value through a Strategic Account Management Framework. (AP1)

Main Responsibilities

The following is a non-exhaustive list of responsibilities and areas of accountability of the Account Manager:

• Responsible for developing and executing long term strategic account plan(s)​
• Develop, maintain & grow business relationships with existing clients​
• Evaluate changes in the marketplace, product and service offerings, buying processes, and competitors for purposes of defining and adjusting the assigned account strategies, and specific objectives
• Initiate and foster new relationships within existing customers, identify their needs and manage appropriate service to meet those needs and drive cross solution opportunities.​
• Manage opportunities, cross solutions and pipelines. Analyze the account potential, i.e., booking/project activity, service mix purchased, use of additional services, and other qualifiers. Track opportunities in Salesforce for centralized tracking and reporting
• Develop and maintain a rolling 12-month bookings forecast in Adaptive
• Achieve existing and add-on bookings quota for assigned customers/squads
• Identify and capture evolving client needs and collaborate with squads to inform the strategic plan
• Engage Squad/Operations Leadership regarding customer escalations/resolutions, satisfaction improvement, new service on-boarding, solutions, etc. ​
• Serve as escalation point for business-critical issues (not day to day production issues)
• Client advocacy to ensure alignment with customer’s goals, objectives and long-term strategy​
• Engage and support BDDs and SMEs to identify, manage and close customer opportunities. Leverage our collective expertise to set the overall account strategy
• Manage contract (re)negotiation (MSAs, SOWs, etc).  Ensure contracts are in place, stored centrally and flag when renewals are approaching
• Engage with the team to manage overdue collections and address DSO

Requirements

Education Level

• Bachelor's degree (B. A.) from a college or university in related field preferred or relevant experience in a related field 

Experience

• Proven track record of delivering customer value by the understanding and mapping of customer business strategies and objectives to the design and delivery of optimal solutions.
• Vast client relationship management experience, including demonstrated dedication at senior and C-level customer sponsors.
• Demonstrate success in achieving or exceeding bookings quota in similar role(s).
• Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.  Excellent interpersonal, written and verbal communication skills. 
• Demonstrated track record of strong collaboration skills working effectively in a matrixed organization to deliver customer solutions and business results.
• Articulate how globalization services enable customers to achieve their desired business objectives (e.g. enabling global product sales, brand protection, compliance).
• Experience and skill in participating in new and existing client sales cycles including presentations, analysis, recommendations and relationship development.
• Availability to travel for work commitments is a must.

Other Relevant Skills

• Strong negotiation skills.
• Ability to effectively present information to top management.
• Ability to consider multiple perspectives in order to devise the most suitable customer, personnel and business strategies.
• Positive attitude in the face of adversity or change.

KEY COMPETENCIES REQUIRED FOR THIS ROLE

• CLIENT CENTRIC: hyper focused on client experience​
• RELATIONSHIP ORIENTED: high emotional quotient, able to read audience and tailor communication style. Develop an open and trusting environment​ internally and externally
• GROWTH & RESULTS ORIENTED: determined toward action and achieving goals​
• COMMUNICATIVE: ability to listen, capture client requirements and articulate a solution. ​
• CONFIDENT: in self and ability to navigate a myriad of situations, comfortable leading and challenging customers​
• PASSIONATE: demonstrate that “we care” and act as a brand ambassador​
• INQUISITIVE: appetite to explore internally and externally how we can delight our customers​
• RESILIENT: to rapidly pivot difficulties that may arise and reframe them into opportunities.
• KNOWLEDGEABLE: industry awareness, customer intimacy and strong grounding of service offering capabilities.

Additional Job Details: