Strategic Account Manager AI Services
United States
Corporate – Customer Success /
Full Time /
Remote
As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 400,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
At Welocalize, the AI Services Strategic Account Manager is responsible for developing and sustaining the long-term 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.
Background in AI Services is required for this position.
Main Responsibilities
- Customer and Divisional Strategy Support
- Responsible for developing and executing strategic account plans and driving long term transformation efforts as the market position and AI solutions evolve.
- Develop, maintain, and grow business relationships with existing clients globally in a collaborative partnership with AI Operations leaders.
- Evaluate changes in the marketplace, product and service offerings, buying processes, and competitors for purposes of defining and adjusting the assigned account strategies and contributing to overall service offering strategy and technology roadmap.
- Initiate and foster new relationships within existing customers, identify their needs and manage appropriate offering to meet those needs and drive cross solution opportunities.
- Engage and support Go to Market strategy through customer learnings and contribute to AI Services offerings strategy and offering design. Leverage client relationships to pilot new “products” and services to serve as the Business Development function for Strategic Accounts.
- Share insights and develop deep partnership with clients, acting as an advisor for AI Services, but also gaining advisement for Welocalize go forward planning.
- Promotion of Collaboration and Innovation
- Build a culture of transformative, customer centric excellence, at the forefront with thought leadership across peers, Operations and Squads, partners, Product and Technology.
- Identify and capture and solve (in partnership) evolving client needs and collaborate with squads to inform the strategic plan.
- Instill masterful commercial storytelling throughout communications with customers, to focus on quality and partnership at all levels of customer engagements.
- Drive Customer Health, Hygiene and Renewal
- Engage Squad/Operations Leadership regarding customer escalations/resolutions, satisfaction improvement, new service onboarding, solutions, etc.
- Manage opportunities, cross sell, 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 and achieve existing and add-on bookings quota for assigned portfolio.
- Serve as escalation point for business-critical issues (not day to day production issues)
- Manage contract (re)negotiation (MSAs, SOWs, etc). Ensure contracts are in place, stored centrally and flag when renewals are approaching. Drive all contract renewals to targeted financial metrics to meet Company and AIS wide goals, while protecting revenue growth.
- Engage with the team to manage overdue collections and address DSO.
Experience
- Proven record of accomplishment 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 to 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 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.
- Cross functional Leadership skills and development/mentoring experience with progressive leadership roles.
- 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, as necessary.
Other Relevant Skills
- Strong negotiation skills.
- Ability to effectively present information to top management.
- Ability to consider multiple perspectives to devise the most suitable customer, personnel, and business strategies.
- Positive attitude in the face of adversity or change.
- Excellent interpersonal skills in a culturally diverse environment.
- Able to clearly communicate detailed information both verbally and in a well written document.
- Flexibility and ability to learn new technologies.
Key Competencies
- CLIENT CENTRIC: hyper focused on client experience.
- 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: ability to communicate that we 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.
Education
- Bachelor's degree (B. A.) from a college or university in related field preferred or relevant experience in a related field.
List of Benefits:
- Medical Insurance
- Telemedicine Benefit
- Dental Insurance
- Vision Insurance
- FSA and HSA
- Life and Disability Insurance
- Vacation Time: Unlimited
- Sick Time: 6 days per year
- Paid Holidays: 8 days per year
- Employee Assistance Program
- 401 (k) Retirement Plan
- Paid Maternity Leave
- Paid Adoption Leave
Salary Range: $120K to $150K.
