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 :