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Client Relationship Manager

Acolad -
Brussel

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Job Description

Client Relationship Manager

Job Location: Bruxelles, Belgium

Contract type: Permanent

Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of +10.000 linguists around the world.

At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands.

Check out Our brand video to learn more about us!

About the role

The role is based in Belgium and will cover the Belgian market and international accounts managed by Acolad’s Belgian division.

Role Highlight

Build strategic relationships with accounts
Focus on customer growth and protect vulnerability / risk
Design and deploy proactive account growth planning and strategies
Implement sales-centric, bespoke approach to account strategy
Ensure complex account mapping, relationship building and development strategies (“high-touch”)

Key Responsibilities

To maintain and nurture relationships with Acolad Belgium’s Key Accounts ensuring that revenue and profit targets are maximized through specific account management methodologies and regular contact including face-to-face visits to client sites.
To help Acolad become a strategic partner and advisor to its most important clients.
To identify and leverage further opportunities for closer collaboration and increasing revenue.
To focus on revenue retention and growth, upselling and cross-selling, to protect vulnerability and secure risks in the portfolio of allocated accounts.
To report progress and key performance indicators.

Goals and Deliverables

Acquire a thorough understanding of each Key Accounts’ needs and requirements.
Develop Key Account Plans to document strategies for growth and development, track progress and evolve the strategy as account/business needs change.
Define and deploy constant initiatives to create and materialise growth and upsell/cross-sell opportunities within allocated key accounts.
Coordinate and take a leading role in online and face-to-face Business Review Meetings.
Maximize sales revenue and profitability for each Key Account by reviewing and developing business strategies to ensure continued growth in core service uptake.
Ensure ownership of each account’s revenue forecast and quotas.
Gain and provide visibility in each account’s short- and mid-term planning/forecasting process.
Maintain a set of key performance indicators (KPIs) to ensure ongoing measurement of customer satisfaction, service quality and compliance to each account’s key goals and requirements.
Act as communication link between all key internal stakeholders regarding the management of allocated accounts.
Act as escalation point to investigate issues and problems faced by Key Accounts, and coordinate with Production to resolve service issues.
Ensure regular reporting of key accounts’ revenue status and forecast, opportunities, risks and growth strategies.
Proactively work, in conjunction with the Accounts Department, to resolve outstanding payments in line with agreed contractual payment terms.
Design and deploy ongoing and proactive plans and strategies to maintain, adjust and maximise Acolad’s value propositions and solutions for each customer.
Ensure that Key Accounts are kept up to date with any developments and innovations within Acolad.
Measure and maintain ongoing customer satisfaction.

Requirements

Native or fluent command of French and/or Dutch, as well as proficient English;
At least 5 years experience in a similar account management or business development position, with a proven track record of managing and growing large, complex and enterprise accounts (across diverse industries);
(Preferably) Experience in the localization, translation or multilingual content management industry (services and/or technology);
Strong, operational knowledge of sales management tools (e.g. Salesforce);
Ability to spend time on-site in our Brussels office

Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.

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