Reporting to the Director of US Operations and the Global Client Operations Director, the Strategic Accounts Manager role will involve all aspects of US based client retention, new client acquisition, and client services. The Strategic Accounts Manager is the key point of contact for all key US clients and serves as the main liaison for communications between both parties.
The ideal candidate will have 2-4 years’ experience in the digital media space or translation/localization industry, though all relevant localization industry training will be provided.
We are looking for a candidate that can build upon the skills sets they possess and expand professional horizons.
Assisting the US Business Development Manager(s) you will act as a support for the US sales team. You will also work with the US Production team, and Client services department based in the UK.
You will work extensively with the CRM making sure that you update it with all and any information relating to existing prospects, as well as entering new clients into the CRM so that future projects can be handled effectively by the Production team.
- Sales Materials
You will be expected to modify and develop Business Development Sales materials for specific clients, providing relevant project examples, and ensuring these are ready and available for relevant calls/meetings.
- Client Services
Taking direction from the UK based Client Services Manager, the Director of US Operations, and Global Client Operations Director you will make sure that all accounts are followed up on accordingly. You will be responsible for identifying and ensuring that any US based client accounts experiencing a drop in sales are contacted seeking feedback on our service.
Following up after first and large projects in order to gain feedback will also be part your responsibilities. You will periodically generate a list of first and large orders and review these with the US team – you will then perform actions agreed with the team.
You are to actively encourage PM’s to gather feedback on a regular basis and seek the advice of the Client Services Manager should any of your team report a drop-off in work from any one client.
You will participate in a mid-week meeting with the US Business Development team, Director of US Operations and Production Team Manager to discuss new projects and current workflow. Your participation in these meetings will be required so that you are able to communicate progress to client’s goals and provide optimization recommendations.
- Complaint management
Working with the Quality Assurance Manager and Production Team, you are to ensure that you are made aware of any complaint from a US based client, that they are correctly flagged and entered into the CRM and that the correct policy is followed.
You will regularly conduct follow ups after delivery of projects to maintain client relationships, identifying and ensuring that areas for improvement are implemented.
Conduct regular client satisfaction surveys in conjunction with the Client Services Manager. You are to ensure that all follow-up is completed, all administration is correctly done and that ultimately the client is happy with the resolution.
Strategize in partnership with Global Client Operations Director and Director of Operations to develop and grow existing client base through proactive communication of product offerings.
What we can offer you:
- Healthcare benefits, including medical, vision and dental
- Healthy Body, Healthy Mind allowance
- Commuter benefits program
- Salary – according to candidate experience
We will not accept applications from candidates not currently residing in the US, or who require sponsorship . You must be legally eligible to work in the United States