1.0 OVERVIEW
The Account Management, eLearning team members’ main focus is on supporting our clients' stakeholders by
consulting, scoping, quoting and executing eLearning solutions to meet our clients’ business objectives. They
develop and strengthen these relationships by providing the highest levels of customer service to exceed clients'
expectations through efficient communication and quality on-time deliverables. Account Management team
members develop and expand a knowledge base for their portfolio of clients and ensure all documentation is clear
and accurate. Through careful oversight of quotes and project execution Account Management team members
insure our solutions fulfil the clients' goals while supporting profitable growth for our organization. Through the day
to day tasks Account Management team members provide technology performance feedback as well as
suggestions for improvements.
The Account Manager, eLearning role is for individuals with some background in the Localization Industry and
specifically in eLearning solutions who wish to expand their skill set and begin to develop subject matter expertise.
These individuals manage accounts directly as well as providing support to senior team members.
2.0 DESCRIPTION
- Expand their knowledge of the Localization Industry, with a specific focus on eLearning and develop additional
skills to provide clients with excellent service
- Focus on mid to large-size and/or multi-channel accounts by planning and assisting in the implementation of
enterprise level eLearning solution
- Develop eLearning project quote proposals and project schedules for new and existing clients
- Manage eLearning translation projects ensuring quality and on-time delivery and maximizing profitability
- Maintain accurate projected revenue on open projects and provide timely billing adhering to company policies
- Develop and maintain data and information including internal reports, client reports and account documentation
- Give departmental and team support by providing out of office coverage, process improvement suggestions
and by organizing team building events and activities
- Develop and help facilitate meeting presentations both for internal teams and for external clients that will be cop-represented with a senior team member or manager
- Facilitate trainings and adoption of eLearning processes for internal and client teams
- Work with Quality Managers and/or Program Mangers to support the implementation of Quality Programs and
monitor results
- Provide feedback to our Technology teams with regards to suggestions for improvement or user challenges
and ensure our client's ongoing satisfaction with our technology solution by monitoring performance when
executing eLearning projects
- Successful completion of eLearning certification
- Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor
3.0 REQUIRED SKILLS
- Superior written and spoken communication skills in English
- Independent, self-motivated, results-oriented and dynamic with careful attention to detail
- Exceptional problem solving and critical thinking skills
- Ability to work effectively under pressure to meet tight deadlines and challenging goals.
- Ability to calculate discounts, interest, commissions, proportional percentages. Ability to apply these concepts
to develop practical solutions
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Demonstrate an ability to: multitask in a fast-paced environment, work well with people from a variety of different
backgrounds and cultures, build relationships with clients and co-workers, work independently and as part of a
team and take active measures to solve problems and commit to a high level of service
- Willingness to travel to offsite client or sales meetings
4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS
- Minimum Bachelor’s degree or its equivalent
- Minimum 2-3 years of experience in a client-facing account management or client service representative role
- Minimum 1 year of Localization or Training/eLearning Industry experience
5.0 DESIRED SKILLS AND EXPERIENCE
- Knowledge of a second language
- Experience using MS Project
