LV Account Director - EMEA

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.

About Regulated Industries

RWS Regulated Industries is a highly specialized division of RWS, a world-leading provider of technology-enabled language, content, and intellectual property services. The Regulated Industries division is focused on developing translation and content management solutions tailored to address the complex regulatory environment in force with premium sectors such as Life Sciences and Healthcare (pharmaceuticals, medical devices, CROs, healthcare companies), Finance (banks, asset management companies, insurance providers, fintech) and Legal (law firms, audit companies).  

Key Responsibilities

Strategic Account Leadership

• 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.

Commercial Growth & Solution Leadership

• 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.

Customer Success & Operational Governance

• 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.

Market Leadership

• 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.

Collaboration & Leadership

• 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.

Core Competencies

• Strategic Account Management
• Executive Relationship Management
• Consultative Selling
• Solution Development
• Commercial Negotiation
• Business Storytelling
• Financial & Commercial Acumen
• Customer Discovery
• Cross-functional Leadership
• Strategic Thinking
• Problem Solving
• Stakeholder Management
• Results Orientation
• Data-driven Decision Making

Skills & Experience

Required

• 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.

Preferred

• Experience within Linguistic Validation, Clinical Outcome Assessments (COAs), Licensing, eCOA, Digital Health, Localization, or Clinical Technologies.
• Existing relationships across pharmaceutical companies, biotechnology organizations, CROs, or eCOA providers.
• Understanding of global clinical development and regulated research environments.

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

RWS is a content solutions company, powered by technology and human expertise. We grow the value of ideas, data and content by making sure organizations are understood. Everywhere. 

Our proprietary technology, 45+ AI patents and human experts help organizations bring ideas to market faster, build deeper relationships across borders and cultures, and enter new markets with confidence – growing their business and connecting them to a world of opportunities. 

It’s why over 80 of the world’s top 100 brands trust RWS to drive innovation, inform decisions and shape brand experiences. 

With 60+ global locations, across five continents, our teams work with businesses across almost all industries. Innovating since 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).  

RWS Values

We Partner, We Pioneer, We Progress – and we´ll Deliver together.

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

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