Senior Account Manager

RR Donnelley•Miami, FL

7d•$91,790 - $146,806•Onsite

About The Position

The Senior Account Manager is a strategic operations and client services leader responsible for overseeing Williams Lea's service delivery within a prestigious international law firm. Based in Miami, the role leads on-site operations across Miami, Boca Raton, and Atlanta, ensuring exceptional client service, operational excellence, financial performance, and employee engagement. The Senior Account Manager serves as the primary relationship manager for key stakeholders and trusted client partner, driving innovation, operational improvements, and business growth opportunities. The position calls for an influential, hospitality-minded people leader who builds strong relationships, inspires teams, and fosters a positive, high-performing workplace culture. The firm is described as collaborative, approachable, and relationship-focused. The role is fully onsite in downtown Miami/Brickell Gateway, with periodic travel to Boca Raton and Atlanta. The stated schedule is Monday through Friday, 8 a.m. to 5 p.m., with a one-hour unpaid lunch break; some flexibility is required. The position oversees a team of approximately 5–10 employees across multiple locations.

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 profit-and-loss 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 genuine passion for supporting clients, teams, and business partners.
Proficiency with Microsoft Office Suite, particularly Excel, 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 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.
Work with clients to understand evolving business needs and implement solutions that improve efficiency and service outcomes.
Negotiate solutions, resolve escalations, and drive positive outcomes for the client and business.
Provide operational oversight for service teams in Miami, Boca Raton, and Atlanta.
Travel periodically to Boca Raton and Atlanta to maintain stakeholder relationships, support local teams, and ensure consistent service standards.
Ensure locations meet or exceed 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 locations.
Manage account financial performance, including budgets, forecasting, reporting, and profitability.
Review and manage monthly profit and loss statements, labor allocations, invoicing, and operational expenses.
Identify opportunities to improve operational efficiency while maintaining service standards.
Partner with finance teams on budgeting, forecasting, and strategic business planning.
Make informed business decisions that improve account performance and client satisfaction.
Lead, coach, and develop approximately 5–10 employees across multiple locations.
Foster an inclusive, high-performing team culture focused on collaboration, accountability, and service excellence.
Manage recruitment, onboarding, training, performance management, succession planning, and employee development.
Act as a visible, approachable leader who builds trust, engagement, and strong team performance.
Promote cross-training and professional development to strengthen team capability and service continuity.