EMEA Account Manager - CT

About Content Technology

RWS is a global leader in language, content, and technology solutions that help organizations communicate effectively and deliver exceptional digital experiences.

The Content Technology division, as part of our Generate Segment, builds and supports the world’s most advanced enterprise content platforms — including Tridion, a leading Component Content Management and Web CMS solution, and Fonto, a structured content authoring and collaboration suite.

We are transforming how enterprises create, manage, and deliver mission-critical content — from life sciences and manufacturing to financial services and technology.

Job Purpose

We are seeking a proactive, customer-focused Account Manager to join our growing Content Technology Account Management team in EMEA.

This is an exciting opportunity for someone looking to develop their career in enterprise SaaS Account Management while helping customers realize the full value of their investment in RWS Content Technology products and services.

The Account Manager will be responsible for driving renewals, customer retention, and expansion within an assigned set of accounts, partnering closely with Customer Support, Professional Services, and Renewals teams.

You will be the commercial and relationship lead for your accounts — ensuring satisfaction, identifying growth opportunities, and aligning customer outcomes with RWS’s SaaS transformation strategy.

Key Responsibilities

Customer Retention & Growth

• Serve as the primary relationship manager for an assigned portfolio of enterprise accounts across North America.
• Own commercial and relationship success, ensuring renewals, cultivating cloud migrations, and identifying upsell and cross-sell opportunities.
• Develop and execute account plans that align customer goals with RWS solutions.
• Partner with internal teams (Customer Support, Renewals, Professional Services) to deliver a seamless customer experience.

Commercial Management

• Lead all renewal and expansion discussions, working in partnership with the central Renewals team for contract processing.
• Maintain an accurate forecast of renewals and upsell opportunities within Salesforce.
• Negotiate commercial terms in line with pricing and margin guidelines.

Customer Engagement

• Conduct regular business reviews to ensure customer satisfaction and surface growth opportunities.
• Be a trusted advisor who helps customers adopt best practices in content management, automation, and digital experience delivery.
• Gather customer insights and feedback to inform product roadmap and marketing priorities.

Collaboration & Internal Alignment

• Work cross-functionally with Marketing and Product to support advocacy, case studies, and reference initiatives.
• Coordinate with Pre-Sales, Support, and Professional Services to address challenges and ensure customer success.
• Contribute to improving Account Management processes, playbooks, and tools across the global team.

Skills & Experience

• 3–7 years of experience in SaaS Account Management, Customer Success, or Customer Relationship roles, preferably in B2B technology or enterprise software.
• Proven record of meeting or exceeding retention and upsell goals.
• Strong commercial acumen, negotiation, and communication skills.
• Experience managing enterprise customers with complex contract structures or multi-stakeholder environments.
• Comfortable using CRM systems (Salesforce preferred) to manage pipeline and forecast.
• Excellent collaboration and interpersonal skills — able to coordinate across distributed teams and functions.
• Familiarity with enterprise content, document, or digital experience technologies a plus (e.g., CMS, CCMS, DITA, DAM).
• Bachelor’s degree or equivalent experience required.

Our purpose is to unlock global understanding. This means 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, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

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. 

RWS Values 

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

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.

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