Director - Client Accounts

RR Donnelley•Columbus, OH

About The Position

The primary function of the Account Director (AD) role is to ensure client teams meet or exceed client service level agreements (SLAs). This involves providing operational oversight for smooth day-to-day performance, addressing and escalating concerns, and ensuring core business processes are in place and aligned with best practices. The role is responsible for ensuring teams effectively utilize technology like Engage, developing teams within the portfolio, and collaborating with other functional areas to establish best practices across portfolios. Additionally, the Account Director supports Senior Account Directors and Managing Directors in sales and account growth initiatives.

Requirements

A Bachelor’s degree or equivalent experience is required
Over 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
Demonstrated record in developing operational solutions that have permanently resolved poor contract performance or difficult situations
Established accomplishments in successfully delivering on client SLAs, building high performing teams, and creating client relationships
Excellent client service skills with a service-minded approach towards the client
Must be sensitive to client needs, remaining calm and confident, even in stressful situations
Proven experience managing large teams and knowledge of multiple service lines
At least one year business development experience
Minimum of five years of successful financial management; understanding of how day-to-day operations and strategic decisions impact client P&Ls

Responsibilities

Manage a portfolio of multiple accounts (2-7) with gross profit of least $300,000
Provide oversight and support for the selection, induction, development, retention, motivation, and performance of direct and indirect reports
Provide training and development opportunities and serve in mentoring role for his/her direct reports
Ensure Managers provide similar support for Supervisors, Workflow Coordinators, and associates on their teams
Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
Encourage a culture of structured succession planning for key roles
Ensure operational controls and management information and reporting requirements are fulfilled
Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
Act as an Engage expert, familiar with all aspects of Engage
Train managers how to properly utilize the Engage system to optimize performance
Set up Engage for new clients
Ensure managers within portfolio understand Engage and utilize the system as designed
Contribute to the ongoing Engage development by championing improvement opportunities/ideas
Implement strategies to improve and standardize all aspects of operations
Share knowledge, best practices, and solution designs within the relevant management teams to ensure continuous business improvement
Execute modifications to organizational design and teams to optimize operational activity and improve client experience
Investigate and resolve issues escalated by the client and communicate significant issues to reporting chain
Drive the quality-of-service delivery across the organization
Ensure operations controls are in place to manage budget and be profitable
Leverage knowledge to collaborate on and negotiate terms for contracts or renewals
Develop strategic account plans
Write, deliver, negotiate and approve contract amendments/Statement of Works (SOWs)
Write, deliver, negotiate and approve contract renewals
Negotiate Periodic Price Adjustments (PPAs)
Develop appropriate client relationships with operational counterparts
Support up selling, cross selling of new services and the renewal and PPA process as required
Support the annual budget process for assigned accounts
Possess a comprehensive understanding of all client’s business and the impact of our services
Partner with functional teams to implement appropriate policies, internal controls, and reporting
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
Highlight operational, compliance and financial risk areas
Participate as a key project team member new business implementation
Follow delegations of authority for operations team