Senior Account Manager

RR Donnelley•Miami, FL

6d•Onsite

About The Position

The Senior Account Manager is a strategic operations and client services leader responsible for Williams Lea's service delivery within a prestigious international law firm. Based in downtown Miami, the role oversees on-site operations and service teams in Miami, Boca Raton, and Atlanta, ensuring exceptional client service, operational excellence, financial performance, and employee engagement. The position is the primary relationship manager for key stakeholders and a trusted client partner, driving innovation, operational improvements, and business growth opportunities. Periodic travel to Boca Raton and Atlanta is required to support local teams and maintain stakeholder relationships. The role leads client and account management, multi-site operations, account financial performance, and people development. It involves presenting operational metrics and strategic recommendations, meeting contractual and service-level expectations, managing budgets and P&L, and leading a team of approximately 5–10 employees. The successful candidate is an influential, hospitality-minded leader who builds strong relationships, inspires teams, and fosters a positive, collaborative workplace culture in a professional legal environment. The position is fully onsite in Miami, Florida, with a Monday–Friday schedule of 8:00 a.m.–5:00 p.m. and a one-hour unpaid lunch break. Some schedule flexibility is required.

Requirements

Bachelor's degree or equivalent professional experience.
At least 6 years of leadership experience in client services, operations management, and hospitality within legal services or the banking industry.
Previous experience leading a team of approximately 5–10 staff.
Demonstrated success managing client relationships and overseeing complex service delivery operations.
Strong financial acumen, including experience managing budgets, forecasting, reporting, and P&L responsibility.
Ability to present data, operational metrics, and business recommendations to senior stakeholders.
Experience leading and developing teams in a multi-site environment.
Strong operational management, problem-solving, and decision-making capabilities.
Exceptional interpersonal, communication, presentation, and negotiation skills.
Hospitality-minded leadership style and a genuine passion for supporting clients, teams, and business partners.
Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint, and reporting tools.

Responsibilities

Serve as the primary point of contact and trusted advisor for senior client stakeholders across multiple office locations.
Build and maintain strong client relationships through proactive communication, partnership, and exceptional service delivery.
Lead monthly and quarterly business reviews, presenting operational metrics, performance data, service trends, and strategic recommendations.
Identify process improvements, service enhancements, and innovation initiatives that create value for the client.
Understand evolving client business needs and implement solutions that improve efficiency and service outcomes.
Negotiate solutions, resolve escalations, and drive positive outcomes for the client and business.
Oversee operations for service teams in Miami, Boca Raton, and Atlanta, including periodic travel to Boca Raton and Atlanta.
Ensure all locations meet contractual obligations, service-level agreements, quality standards, and client expectations.
Lead operational planning, workflow optimization, resource allocation, and continuous improvement initiatives.
Use reporting tools and operational data to manage performance, productivity, staffing, and quality outcomes.
Promote accountability, excellence, and proactive problem-solving across all sites.
Manage account financial performance, including budgets, forecasting, reporting, profitability, monthly P&L statements, labor allocations, invoicing, and operational expenses.
Identify ways to improve operational efficiency while maintaining exceptional service standards.
Partner with finance teams on budgeting, forecasting, and strategic business planning.
Make informed business decisions that positively affect account performance and client satisfaction.
Lead, coach, and develop approximately 5–10 employees across multiple locations.
Foster a positive, inclusive, high-performing team culture focused on collaboration, accountability, and service excellence.
Manage recruitment, onboarding, training, performance management, succession planning, and employee development.
Promote cross-training and professional development to strengthen team capability and service continuity.