Client Account Manager & Team Leader

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

Position:                      Client Account Manager & Team Leader

Department:                Interpreting

Reports to:                  Head of Public Sector

Location:                     Hybrid – Remote & Office based (London or Manchester)
 

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 and Team Leader, 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.  As Team Leader, you will also be driving, supporting and advising members of the Client Account Manager Team

Specific Tasks

• Lead the Client Account Manager team in order to achieve both team goals/KPIs and individual goals/KPIs
• Guide, train and advise the Client Account Managers as required
• Work in support of and in conjunction with the Head of Public Sector
• Carry out weekly 1:1 meetings with Client Account Managers
• Provide regular updates and pro-actively escalate any issues to the Head of Public Sector
• 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)