The Account Manager (AM) is responsible for managing client relationships and production processes for clients in the Medical Device sector. Under the guidance and supervision of the Director of Strategic Accounts, the Account Manager works closely with the regional Sales team and the Production team to further develop their skills managing the complexities of varied accounts, identifying new opportunities and growing existing client relationships through service.
DESCRIPTION
Ensure that client requirements are fully understood and that the teams and processes that are put in place are geared towards successfully meeting those requirements, setting and meeting client expectations accordingly
Manage effective processes that meet customer requirements and drive quality, client satisfaction, and growth of client accounts, ensuring all stakeholders are updated on the status and direction of the account
Consult with the TL to due and advise medical device clients on best localization practices, using company’s productivity tools and technology to drive efficiency into accounts
Attend meetings with Sales and/or clients; liaising as escalation point for both internal and external stakeholders, answering questions, facilitating the best outcomes for both short and long-term needs and concerns, and resolving issues quickly and effectively, filing and supporting Compliance Reports as needed to document issues and drive improvement, working with the TL to implement necessary steps or resources for the successful completion of projects
Support the tracking and reporting of KPI metrics for managed accounts
Negotiate budgets and schedules with the client; collaborate with the Production team to assess the scope of work; prepare project proposals, and/or review quotes created by the production team, including Quotes Team, Project Coordinators, Project Managers, and Associate Account Managers
Demonstrate an active interest in the client's industry, products, business needs and company culture to provide a high-level of service
Ensure project success by providing detailed process instructions (including timelines and budgets) to the project team, monitoring and communicating project status and serving as the point of contact for both clients and our Production team; ensure team’s strict adherence to deadlines, budgets and specifications, and provide the team with the necessary information required to provide clients with high-quality deliverables, consistently following up with clients to ensure their satisfaction with our delivery, quality, and service
Maintain a strong understanding of TransPerfect products and services
Understand and support accounting and financial responsibilities, including, but not limited to, information documentation, project billing, payment inquiries, and collections
Participate in training support for junior members of the production teams, as assigned
Comply with all ISO regulations, processes and procedures
Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
REQUIRED SKILLS
Strong verbal and written communication skills in English
Strong organizational and Project Management skills
Ability to price and budget projects (within a translation production environment preferred)
Strong resource management and project/account team-leading skills
Ability to assess risks in a Production environment and support implementation of appropriate strategies to ensure quality outcomes
Ability to problem solve and assess situations with a critical awareness
REQUIRED EXPERIENCE AND QUALIFICATIONS
Minimum Bachelor's degree or its equivalent
Minimum 2 years of Associate Account Management experience, or the equivalent
Experience in a customer service / service-focused role in a B2B professional services environment
Intermediate working knowledge of MS Office Applications
Experience working within formal Quality Systems frameworks, such as ISO 13485 or equivalent
Experience working with Translation Management systems, CAT Tools, and time management systems
DESIRED SKILLS AND EXPERIENCE
Experience (2-3 years) interacting with Production processes in a professional translation environment, or managing translation projects for clients in the Life Sciences industries (preferably Medical Devices)
Experience using GlobalLink technology products, Wordfast, and project-tracking software
Foreign language background (formal education or experience with translation), or the equivalent
Experience working with customers in the Medical Device industry
Detail-oriented
Familiarity with a variety of output formats such as print, web, media
Understanding of Medical Device industry regulations and requirements
Experience working with Risk Management processes, such as ISO 14971
In order to apply, please submit your CV in English