Location:
Portland, Oregon
Job #1304
Sr Strategic Localization Account Manager, West Coast
Our client is one of the Localization industry's largest companies, providing services to brands, worldwide, that enable them to grow their international audiences. The drive content transformation and language services solutions for NLP-enabled machine learning across all content types.
The Sr. SAM is responsible for developing and sustaining a long-term strategic customer relationship, leveraging the company's product and service offerings, by acting as a customer advocate for internal and external stakeholders through a Strategic Account Management Framework.
Main Responsibilities
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Responsible for developing and executing long term strategic account plan(s).
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Develop, maintain & grow business relationships with existing clients.
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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.
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Initiate and foster new relationships within existing customers, identify their needs and manage appropriate service to meet those needs and drive cross solution opportunities.
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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.
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Develop and maintain a rolling 12-month bookings forecast in Adaptive.
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Achieve existing and add-on bookings quota for assigned customers/squads.
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Identify and capture evolving client needs and collaborate with squads to inform the strategic plan.
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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).
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Client advocacy to ensure alignment with customer’s goals, objectives and long-term strategy.
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Engage and support BDDs and SMEs to identify, manage and close customer opportunities. Leverage our collective expertise to set the overall account strategy.
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Manage contract (re)negotiation (MSAs, SOWs, etc). Ensure contracts are in place, stored centrally and flag when renewals are approaching.
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Engage with the team to manage overdue collections and address DSO.
Experience
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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.
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Industry knowledge is required.
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Vast client relationship management experience, including demonstrated dedication to senior and C-level customer sponsors.
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Demonstrate success in achieving or exceeding bookings quota in a similar role(s).
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Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.
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Excellent interpersonal, written, and verbal communication skills.
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Demonstrated track record of strong collaboration skills working effectively in a matrix-ed organization to deliver customer solutions and business results.
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Articulate how globalization services enable customers to achieve their desired business objectives (e.g. enabling global product sales, brand protection, compliance).
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Experience and skill in participating in new and existing client sales cycles including presentations, analysis, recommendations and relationship development.
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Availability to travel for work commitments is a must.
Key Competencies Required
- CLIENT CENTRIC: hyper-focused on client experience.
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RELATIONSHIP ORIENTED: high emotional quotient, able to read audience and tailor communication style. Develop an open and trusting environment internally and externally.
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GROWTH & RESULTS ORIENTED: determined toward action and achieving goals.
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COMMUNICATIVE: ability to listen, capture client requirements and articulate a solution.
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CONFIDENT: in self and ability to navigate a myriad of situations, comfortable leading and challenging customers.
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PASSIONATE: demonstrate that “we care” and act as a brand ambassador.
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INQUISITIVE: appetite to explore internally and externally how we can delight our customers.
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RESILIENT: to rapidly pivot difficulties that may arise and reframe them into opportunities.
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KNOWLEDGEABLE: industry awareness, customer intimacy, and a strong grounding in service offering capabilities.
Other Relevant Skills
- Strong negotiation skills.
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Ability to effectively present information to top management.
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Ability to consider multiple perspectives in order to devise the most suitable customer, personnel, and business strategies.
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Positive attitude in the face of adversity or change.
Education Level
- Bachelor's degree (B. A.) from a college or university in related field preferred or relevant experience in a related field.
We carefully consider 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.
For more information contact Claire cliliedahl@anzuglobal.com
