Title: Client Account Manager - CDLS
Location: United States-Washington-Redmond
The Client Account Manager for
Translation and Localization takes ownership of the Microsoft Localization
contract in order to deliver planned revenue, profit and customer satisfaction
via 100% contract compliance.
The following are major roles the
Client Account Manager must perform
Client interface:
* Ensure
customer expectations & requirements are established & fully
documented in SOWs
* Direct
and manage overall external & internal performance reporting (MBRs /
QBRs) back to the client
* Provide
central client interface & escalation route for issues/incidents
* Own
& manage customer satisfaction process
* Manage/support
process improvements within the customer’s processes and Xerox’s processes
* Influence
Customers through communication of Xerox processes & technology
capabilities to ensure our added value is understood & customer
loyalty secured
* Educate
customer on Xerox processes and procedures to ensure streamlined delivery
of services
* Ensure
that Xerox is seen as a Trusted Advisor by the client in order to promote
and drive Same Account Revenue Growth opportunities.
* In
partnership with the customer, develop future direction for process
improvement / innovation
Internal Interface:
* Present
a monthly contract summary to the Management Team including revenue,
volumes, issues, and recommended improvements
* Provide
timely and accurate input to the revenue & production outlook
processes to enable effective planning & deployment of delivery and/or
pre-sales resources
* Work
with production teams to understand cost drivers and to champion
productivity improvements and innovation to drive costs down
* Ensure
overall SOW compliance, and close on SOW gaps with the delivery group
* Provide
input to ongoing production strategies as the champion and voice of the
customer
* Assist
in any aspects of delivery in order to maintain SOWs and to better
understand where process improvements can be made
* Ensure
standardization and focus on consistency of services provided across MS
Lines of Business.
Implementation:
* Work
closely with Implementation Management and Production / Delivery leads to
ensure any new business is stood up correctly and any issues are resolved
prior to steady-state delivery
Same Account Revenue Growth:
* Provide
localization SME support to the Account Teams to drive SARG opportunities
* Deliver
presentations to prospective MS customers
* Work
with Account team reps to respond to RFPs
Skills Required:
* Minimum 3-5 years of experience in Translation and Localization industry
* Experience with Microsoft a plus
* Must be process oriented
* Must be able to work closely with customers and delivery personnel
* Must be able to grasp complex processes and be able to articulate them to prospective clients
* Must have excellent communication skills
* Must be able to facilitate continuous improvement cycles with delivery personnel
* Must have excellent written skills
* Must be proficient in the following tool sets:
* Excel
* Word
* PowerPoint
Job: Language & Localization
