Workforce Solutions Account Manager

Remote, US Based

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Welocalize

Welocalize delivers content solutions for translation, localization, adaptation, and machine automation to enable global brands and companies to reach, grow, and engage with international audiences.

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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 77,000 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.
The Account Manager is the face of Welocalize and first point of contact for the client and onsite project-based employees. He/she oversees existing and add-on business on the accounts for which he/she is responsible, providing the highest level of customer service and implementing effective relationship management techniques.
The Account Manager will work closely with the Recruiting Manager and recruiting team to staff open positions for the accounts, communicating frequently to help them understand the clients’ short- and long-term needs and requirements. The Account Manager is responsible for maintaining and expanding existing business relationships, and should expect to be onsite 5-10% of the time.
The Account Manager will work closely with the Operations Manager, the onsite management team, and HR to ensure that all aspects of the project run smoothly and successfully, including bookings, scheduling, billing and invoicing, team performance and motivation.
Part of the Account Manager's performance rating is tied to their ability to maintain and grow the business.
The Account Manager is a remote employee assigned to the Workforce Solutions business unit within Welocalize under AI Services and will report to a Client Services Director

Main Responsibilities

  • Manage existing accounts. This includes working with key client contacts and Welocalize's management team to hire additional project-based employees, address performance concerns, make changes to the team, implement onsite policies, and support the overall direction of the relationship.  
  • Establish client expectations and communicate effectively to appropriate parties. 
  • Take responsibility for generating add-on business and year over year growth. 
  • Track monthly and yearly revenue forecasting and gross margin attainment. 
  • Budget and monitor payroll for contractors and temporary workforce.  
  • Handle billing and invoicing: submitting billing summaries to the client for approval, opening and closing projects in Falcon, getting invoices issued from the accounting team and sent to the client, providing forecasts, etc.  
  • Manage onsite resources, in close collaboration with the onsite project management team (VPMs).  
  • Hold weekly meetings with onsite project management team.  
  • Conduct performance reviews with onsite employees and PMs.  
  • Support staffing and retention efforts, developing and motivating contract team members, monitoring performance feedback and conducting disciplinary actions as needed.  
  • Manage all recruiting efforts, in close collaboration with the recruiting team. Activities include: working with recruiting team to identify and submit candidates, screening candidates before they are submitted, following up on results and possible bookings.  
  • Work seamlessly with recruiting team, HR and Operations Manager to successfully onboard new employees and terminate employees who are leaving the project – in accordance with all Welocalize HR guidelines and SOPs. 
  • Work with the onsite PMs to preempt or respond to issues that may arise onsite, and make sure HR is notified as appropriate. 
  • Notify HR if an employee has special needs or is taking medical/disability/parental leave. 
  • Coordinate quarterly appreciation/teambuilding events for onsite teams, working with onsite PMs to organize logistics, food, gifts, etc.   
  • Work closely with Account Management Director and Senior Director of Staffing regarding overall strategy, direction, forecasts and opportunities for the account.

Additional Responsibilities

  • Collaborate with Welocalize team members to discover other business opportunities and build upon existing client’s referrals.  
  • Promote Welocalize’s services through participation in professional associations, career fairs, trade shows and other public relations opportunities.

Qualifications

  • At least 7 years of prior professional experience, preferably 3 years in the staffing industry
  • Strong knowledge of recruiting best practices and the staffing/contracting environment  
  • Knowledge of HR best practices and conflict resolution 
  • Experience in a client-facing role where exemplary customer service was practiced 
  • Proven ability to build and maintain strong client relationships based on trust and credibility
  • Experience managing seven figure relationships with a history of exceeding quota
  • Extreme attention to detail and great organizational skills, with ability to efficiently manage multiple tasks and project deadlines in a time-sensitive and deadline-driven work environment
  • Ability to see the big picture and think strategically
  • Excellent written and verbal communication skills  
  • People management experience 
  • Natural leader who easily gains respect from and motivates team members  
  • Ability to connect easily with colleagues and managers (both Welocalize and client) in a very diverse setting    
  • Ability to troubleshoot and come up with solutions on the spot in a fast-paced, demanding environment, staying calm under pressure 
  • Fluency in working with numbers and spreadsheets 
  • Available to travel occasionally for work-related commitments 

Preferred Qualifications

  • Experience in accounting, financial management and budgets  
  • Ability to manage resources and related costs, with a good business sense 
  • Experience in development of processes and ideas  
  • Curiosity and creativity to question existing processes/approaches and innovate new ones 
  • Ability to actively drive projects with a positive impact 
  • Demonstrated success at managing large accounts and/or projects 
  • Tech savviness

Education

  • Bachelor’s degree (B.A. or B.S.)  or Equivalent experience.
Job region(s): North America
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