Strategic Account Manager

Welocalize Account Manager

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.

Main Responsibilities

• 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

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