EMEA Account Manager

Job Purpose

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 Mid-Market 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.

Job Overview

Key Responsibilities

 

Customer Retention & Growth

• Serve as the primary relationship manager for an assigned portfolio of Mid-Market accounts across EMEA.
• 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

• 2–3 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.
• 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.
• Travel required (10% – 20%)

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

 

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