Client Account Manager

Job Details

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Job Description

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 40-year history, LanguageLine Solutions has ensured the best interpreting and translation services available in the industry.

Main Job Purpose

As a Client Account Manager, you will be developing strong relationships with clients and stakeholders with the aim of ensuring their needs are met, enhancing the client experience, retention of their business as well as growing existing client accounts.

Specific Tasks

Lead and manage a portfolio of existing client accounts
Communicating with clients pro-actively and reactively, addressing their concerns and resolving any conflicts/issues that arise
Meet clients regularly face-to-face and via video call to understand their businesses, risks, needs, strategic direction and expectations
Penetrate accounts, and develop trusted advisor relationships with key accounts and internal client stakeholders
Conduct regular account reviews with existing clients to assist with identifying and managing expectations, enhancing service provision standards operational performance for each client and liaise pro-actively with the respective operational teams with regards to under performance or service improvement opportunities
Identify and explore growth opportunities through account penetration, maximising awareness, confidence and access for end users across a client estate
Identify and execute opportunities to cross-sell and add additional services within existing client accounts
Supporting the bid management team in re-tender processes
Maintaining client records and account management activities on the company’s CRM system (Salesforce)
Raise awareness of competitive advantages and new products
Act as a LLS ambassador
Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
Any other duties appropriate to the position.

Person Specification

The following range of experience, knowledge and skills are required:

Essential:

Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or other similar relevant role
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive level
Commitment to staying updated on industry developments and marketing trends to offer valuable insights to clients
Solid experience with CRM software (Salesforce preferred) and MS Office
Experience delivering client-focused solutions to customer needs
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Excellent communication sills, particularly listening, negotiation and presentation abilities
Proven ability to perform under pressure
Proven stakeholder management experience

Desirable:

Degree level education
Post-graduate qualifications in sales and/or marketing are desirable

This role is subject to a basic DBS Disclosure.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)