Strategic Account Manager

2 weeks ago

San Francisco, United States Welocalize Full time

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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.

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