Our client is a global provider of localization, translation, and content services, this company helps businesses adapt their products, services, and content for international markets. Their offerings include translation, software localization, transcreation, multimedia services, and content management.
Full-time/Remote based in LATAM or the U.S./ working hours: EST time zone
The Strategic Account Manager will drive customer satisfaction, revenue growth, and profitability by delivering world-class solutions while building and expanding customer relationships.
Responsibilities
- Responsible for the overall business relationship with assigned customer accounts, with a focus on customer satisfaction, retention, and growth
- Develop and maintain account plans, establish and track success criteria, and manage customer commercial expectations
- Responsible for achieving or exceeding revenue targets
- Develop a deep understanding of the customer’s business, industry, and localization needs
- Identify and develop new opportunities for growth within their accounts
- Collaborate with cross-functional teams to align account strategies and deliver results
- Lead all tender or proposal activities, engaging with the appropriate colleagues and teams, generating a professional and timely response to the client
- Manage contract renewal processes, including negotiating contract terms and pricing in collaboration with Finance and Legal
- Provide regular reporting and updates on account performance and progress against account plans
- Attend and present at external customer meetings e.g. business review meetings, and attend regular meetings with client and internal teams as necessary
- Continuously monitor and improve customer satisfaction through regular communication and feedback
- Provide feedback to the business to optimize the quality of service, business growth, and ultimate client satisfaction
- Stay up-to-date with industry trends and best practices
Requirements
- At least 5 years of experience managing customer accounts in a localization or related industry, with a track record of exceeding revenue targets
- Strong account management and customer relationship skills, including a facility to identify and articulate new opportunities within existing accounts
- Experience with CRM systems, preferably salesforce.com
- Ability to travel internationally, especially to the U.S.
- Fluent in English; additional languages a plus
- Bachelor’s degree in business, marketing, or related field
- Experience in negotiating and closing sales at an executive level
- Ability to manage commercial tender processes to successful completion
- Excellent communication and presentation skills, with the ability to articulate complex requirements and solutions to both technical and non-technical audiences
- Strong problem-solving and negotiation skills with a focus on delivering solutions to meet customer needs
- Ability to work independently and as part of a team in a fast-paced environment
- Excellent analytical, and strong organizational skills
- Ideally formal sales training, preferably CCS or Miller-Heiman