[Hiring] Account Director @RWS Group

Role Description

The Account Director – Linguistic Validation (EMEA) is responsible for leading the strategic management, retention, and growth of RWS's Linguistic Validation business across a portfolio of key pharmaceutical, biotechnology, Contract Research Organization (CRO), and eCOA customer accounts throughout the EMEA region. The Account Director develops long-term customer partnerships while identifying opportunities to expand RWS's Digital Health portfolio through consultative engagement, solution-oriented thinking, and deep industry expertise. This role combines strategic account management with commercial leadership, working closely with Business Development, Solutions, Operations, and Executive Leadership to strengthen customer relationships, shape commercial opportunities, and ensure exceptional customer outcomes. The Account Director is expected to manage a strategic portfolio of approximately £7M in annual revenue, while also supporting major pursuits and solution development opportunities across the wider Linguistic Validation business.

Qualifications

• Demonstrated success managing strategic enterprise accounts within Life Sciences or regulated industries.
• Proven experience growing complex customer relationships while delivering measurable commercial outcomes.
• Strong consultative selling and solution development experience.
• Experience supporting executive presentations, RFPs, and bid defenses.
• Experience managing strategic customer portfolios valued at £5M+ annually.
• Strong commercial negotiation and executive communication skills.
• Experience using Salesforce or similar CRM platforms.
• Excellent stakeholder management and influencing skills.

Requirements

• Own the commercial relationship for strategic EMEA accounts including pharmaceutical, biotechnology, CRO, and eCOA customers.
• Develop and execute strategic account plans that drive customer retention, expansion, and long-term growth.
• Build trusted relationships with executive stakeholders, procurement teams, clinical operations, and Digital Health leaders.
• Lead Quarterly Business Reviews, executive steering meetings, and long-term account planning sessions.
• Serve as the executive escalation point for strategic customer issues.
• Identify and develop opportunities to expand Linguistic Validation, Licensing, eCOA Migration, and Rater Training.
• Partner closely with Business Development Managers to qualify, shape, and close strategic opportunities.
• Support discovery conversations that uncover customer challenges and future business priorities.
• Translate customer needs into value-based commercial solutions leveraging the broader RWS portfolio.
• Support RFPs, proposal development, pricing discussions, and bid defense meetings.
• Provide solution-oriented commercial leadership on strategic opportunities beyond assigned accounts.
• Partner with Program Management teams to ensure successful execution across assigned accounts.
• Monitor account health, profitability, service quality, and customer satisfaction.
• Proactively identify risks and coordinate cross-functional mitigation plans.
• Ensure customer requirements are understood and effectively communicated throughout the business.
• Maintain strong governance through regular business reviews, KPI reporting, and strategic planning sessions.
• Maintain deep expertise across Linguistic Validation, Clinical Outcome Assessments (COAs), Licensing, eCOA, and Digital Health.
• Monitor industry trends, regulatory developments, and competitive activity.
• Share customer insights and market intelligence across the Digital Health leadership team.
• Act as a trusted advisor by bringing strategic recommendations and best practices to customers.
• Work closely with Business Development, Program Management and Executive Leadership.
• Mentor Business Development Managers and share best practices across the commercial organization.
• Support the development of commercial messaging, customer success stories, and strategic account plans.
• Champion collaboration across teams to deliver exceptional customer experiences.

Benefits

• RWS is a content solutions company, powered by technology and human expertise.
• Proprietary technology and 45+ AI patents help organizations bring ideas to market faster.
• Over 80 of the world’s top 100 brands trust RWS to drive innovation.
• 60+ global locations across five continents.
• Headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

Key Performance Indicators (KPIs)

• Annual portfolio revenue (£7M)
• Customer retention and satisfaction
• Existing account growth
• Cross-sell and upsell performance
• Executive stakeholder engagement
• Strategic account health
• Forecast accuracy
• Contribution to strategic pursuits and solution development
• Customer advocacy and reference ability
• Quarterly Business Review effectiveness