Senior Account Director

RR Donnelley • San Francisco, IL

10d • $105,900 - $169,500 • Hybrid

About The Position

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries. We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly. Locations: Preference given to candidates within Los Angeles, CA, New York, NY, San Francisco, CA, Washington DC. This role can be an on-site, hybrid or remote role. The two primary functions of the Senior Account Director (SAD) are to ensure client teams meet or exceed client service level agreements (SLAs) and to grow accounts. The SAD will provide operational oversight to ensure smooth day-to-day performance while escalating matters of concern. Ensure core business processes are in place and aligned with best practices. Responsible for ensuring teams utilize technology to manage and improve performance. Responsible for developing teams within the portfolio and working with other teams or functional areas to develop best practices across portfolios. Partner with the Managing Director to develop strategies and foster relationships to drive growth within assigned accounts. This position is responsible for new business growth targets. ( denotes an “essential function”) Manage a portfolio of multiple accounts or services (2 or more) with gross profit of least $700,000

Requirements

• A Bachelor’s degree or equivalent experience is required
• Over 10 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
• Demonstrated ability to develop strategic level relationships within large, complicated organizations
• Capable of driving strategic conversations and interacting with clients at all levels of an organization
• Conversational knowledge of all the WL service offerings
• Proven experience managing large teams and knowledge of multiple service lines
• At least two years of 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

• People Leadership – lead, develop and empower highly functioning client teams
• 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 direct reports and 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
• Foster a data driven culture of collaboration and accountability while promoting a safe and enjoyable work environment
• Operations leadership – ensure accounts meet and or exceed client expectations
• Ensure adherence to operational controls and management information reporting requirements
• Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
• Possess or develop expert level familiarity and understanding of all aspects of industry and proprietary technology solutions
• Train managers how to properly utilize technology to optimize performance
• Implement strategies to improve and standardize all aspects of operations
• Share knowledge, best practices, and solution designs across the organization to ensure continuous business improvement
• Execute modifications to organizational design and teams as needed, 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
• Financial and Contract Management
• Ensure operations controls are in place to manage budget and profitability
• Develop and implement strategic account plans
• Write, deliver, negotiate and approve contract amendments/Statements of Work (SOWs)
• Write, deliver, and negotiate contract renewals
• Negotiate Periodic Price Adjustments (PPAs)
• Customer & account leadership – maintain appropriate communications channels with the clients, the field and offsite leadership
• Assume a key role in weekly/monthly/quarterly communication with the client decision makers at the Director level and above
• Drive Key Growth initiatives, creating detailed proposals to expand the existing team or plays a key role working with the MD to add new services
• Provide insight into and deliver weekly, monthly, and/or quarterly business reviews
• Develop executive level client relationships
• Own the annual budget process for assigned account()
• Possess a comprehensive understanding of all of the client’s business and the impact of our services
• Other
• Partner with functional teams to implement 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 in new business implementation
• Travel will be required to all client offices based on business requirements and client expectations

Benefits

• RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level