COA Partnership Manager

at  RWS Group

Job Purpose:
Under the general direction of the COA Partnership Director, Linguistic Validation, the COA Partnership Manager will oversee Linguistic Validation work for selected accounts by providing customers with strong customer service and effective solutions. The COA Partnership Manager participates in client visits, presentations, RFP submission and bid defense meetings as required by the Sales team to broaden services with existing clients and develop relationships with new prospects.
The COA Partnership Manager (CPM) will monitor the effectiveness of LV deliverables and service for key client accounts and improve these client relationships. They will ensure customers are provided with accurate and timely cost estimates and translation projects are processed based upon customer needs.
The COA Partnership Manager is also responsible for the implementation of account-specific programs (workflows, technology, project management, vendors, department/process improvements, new service development) to achieve set targets for profitability, client satisfaction, on time delivery, and quality. The COA Partnership Manager oversees the execution of each account-specific program, monitors performance against targets, and ensures appropriate real-time interventions required to achieve targets.
Working independently, the CPM anticipates project issues and provides proactive solutions utilizing independent discretion and judgment, keeping supervisors and managers informed of issues and concerns as appropriate. The COA Partnership Manager serves as the main point of escalation for account-related issues. This position actively partners with Strategic Operations, Sales, Technical Services, Vendor Management, and Quality Management to achieve revenue and profitability targets.

SKILLS & EXPERIENCE

• Four-year college/university degree in Business, English, Foreign Language, Social or Applied Sciences, or another related field. Master’s or MBA a plus.
• More than five years demonstrated experience coordinating complex projects within the localization or translation industry.
• Successful customer service/account management experience, generally a minimum of six years, including at least five years’ experience within the translation industry.
• Demonstrated successful leadership or mentoring experience, minimum of four years.
• Advanced computing skills, including experience with TRADOS and other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., Frame Maker, InDesign, etc.).
• PMP Certification a plus.
• Verbal and written fluency in at least one foreign language a plus.
  Life at RWS:
  At RWS, we’re here for one purpose: unlocking global understanding.
  As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.
  We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.
  If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.
  We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

• Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO 9001 and ISO 17100 standards.
• Oversees Linguistic Validation work for key client accounts, serving as a primary point of contact and facilitator. Serves as an escalation point for issues encountered by clients.
• Uses revenue forecasting and sales pipeline data, seeking to grow revenue opportunities for assigned client accounts.
• Monitors process performance against profitability, on time delivery, and quality targets. Proactively identifies risks to ensure attainment of targets and engages cross functionally to mitigate risks.
• Visits clients in person as necessary, working to determine satisfaction levels and opportunities for improvement. Attends conferences on behalf of RWS Linguistic Validation, as required.
• Participates in RFP response generation and bid defense presentations for key clients requiring Linguistic Validation Services as required.
• Ensures the completeness of Linguistic Validation data for regularly scheduled KPI meetings with key clients.
• Maintains up-to-date information in charts, spreadsheets, logs and company database(s) as needed to ensure ongoing logs needed for future reference retrieval.
• Develops new services and processes in collaboration with the LV Management and LV Production teams.
• Identifies improvements for closer partnership including providing education to customers on standard Licensing and LV processes and timelines, de-escalation of unfounded client complaints, and building trust in expertise of subject matter.
• Communicates with clients to obtain specifications and other information to provide accurate and timely LV quotes, to ensure their needs are met and issues resolved, to describe company products and services and to maintain and expand the customer base.
• Monitors Linguistic Validation operations for key clients and highlights deficiencies to the production team for correction. Provides follow-through consultation with clients on changes to project and priorities.
• Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. Participates in client meetings, status updates, and Quarterly and other Business Reviews.
• Engages in ongoing training and professional development.
• Coordinates with the Finance Department to ensure proper processing of invoices and payment for projects. Coordinates with the Production Team to resolve translation quality, delivery, or pricing issues.
• Provides support for Project Planners and Managers associated with key accounts.
• Proposes and conducts special projects to improve departmental efficiency and product quality and to meet company quality and cost objectives.
• Ability to exercise independent judgment to problem-solve job-related issues.
• Actively manages any reported deficiency in RWS LV deliverables, ensuring appropriate internal escalation and engagement of Sales, COA Partnership Department Management, and Quality Management. Ensures timely and professional completion of root cause investigations and CAPA reports.
• Ensures key stake holders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions.
• Models and promotes the RWS Core Values (We Partner, We Pioneer, We Progress, We Deliver) correcting deviations as they occur.