Localization Strategic Account Manager

MAIN PURPOSE OF JOB

The Strategic 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 to the Welocalize's Localization division.

Main Responsibilities

• Responsible for developing and executing long term strategic account plans.
• 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.

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;
• Industry knowledge is a must;
• Demonstrable and recent experience bringing new businesses in the Localization industry (Technology & Enterprise);
• 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 matrix-ed 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.

Key Competencies Required

• 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 in service offering capabilities.

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.

Education Level

• Degree from a college or university preferred or relevant experience in a related field.

List of Benefits:

- Medical Insurance

- Telemedicine Benefit

- Dental Insurance

- Vision Insurance

- FSA and HSA

- Life and Disability Insurance

- Vacation Time: unlimited

- Sick Time: 6 days per year

- Paid Holidays: 8 days per year

- Employee Assistance Program

- 401 (k) Retirement Plan

- Paid Maternity Leave

- Paid Adoption Leave

Welocalize carefully considers a wide range of compensation variables including geographic location, job scope and complexity, skill level, experience, or industry-specific knowledge. Compensation will be mutually agreed upon at offer and may be above the posted range due to compensation variables.

Pay Range: $95K - $120K