Customer Success Manager

RWS is seeking an experienced Customer Success Manager with proven experience in S1000D consultation and implementation, to support key Aerospace & Defense accounts within our content management, publishing, and delivery portfolio. This individual will play a pivotal role in building and maintaining strong client relationships, managing and supporting client satisfaction, and revenue growth across a set of strategic accounts.

About Contenta 
 

 
For further information, please visit: RWS Contenta 

Key Responsibilities

• Manage and grow all post-sales activities for enterprise customers through strong relationship-building, planning, and execution.
• Maintain a current and deep understanding of our solutions. Regularly speak with key influencers and contacts at assigned accounts to identify their specific, ongoing business needs, mapping those to our offerings.
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to ensure that their implementation is aligned with their ongoing business case and overall strategy, allowing the full potential of their investment in our solutions to be realized.
• Actively participate and represent RWS in customer sponsored events such as standards committees (AIA, S1000D and other S-Series user groups), corporate summits, workshops, etc.
• Develop and maintain a plan with each account for change management, growth, and adoption programs, by partnering with Sales, Renewals, Product Management, and Customer Success teams.
• May provide training and guidance to client teams on S1000D principles, best practices, and tools.
• Increase customer retention by conducting regular check-in calls for tactical items and perform quarterly health checks and strategic business reviews.
• Track accounts to identify churn risk and work proactively to eliminate that risk. (Retain ARR)
• This individual will have significant responsibility and the charter to work across, up, and down our strategic accounts to grow our business and continuously improve customer relationships.

Skills & Experience

• Proven experience working in a customer-facing capacity and managing technology accounts, relationships, and projects.
• Extensive experience in S1000D implementation, with a strong understanding of authoring tools and software.
• Demonstrates experience gaining trusted advisor status in a consultative or account management capacity with US Air Force, US Navy, and their suppliers.
• Aerospace or Defense industry experience A MUST, either on the US Government, contractor, or vendor side.
• Leadership and expertise in identifying, progressing, and collaborating on large services deals including enterprise software.
• Exceptional presentation and communication skills, including the ability to convey complex technical concepts in simple terms.
• Proven ability to demonstrate and assist in troubleshooting complex systems.
• Proven track record of meeting and exceeding personal goals and objectives.
• US Citizenship required.
• Travel required (10% – 20%)

• Amazing benefits! (Seriously!)  
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. 
• 401(k) Retirement plan with company match. 
• Company-wide agile work policy with flexible work arrangements. 
• Opportunities for training, professional development, and personal growth. 
• Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity. 

At RWS, we’re here for one purpose: unlocking global understanding. 

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

            Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

RWS is an Affirmative Action Employer. For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf