Site Account Manager

RR Donnelley • Boston, MA

17h • $85,000 - $95,000 • Onsite

About The Position

The Site Account Manager is an operations leader responsible for communicating a vision for how Williams Lea serves clients across one or more service offerings and enabling the team to deliver it. The role focuses on service delivery, operational excellence, optimized cost-to-serve models, continuous improvement, and team development. The manager oversees contracted operations, ensuring client and contract needs are met while also addressing employee needs. The position leads people, operations, financial and contractual management, and client relationships, and may participate in due diligence and implementation for new business.

Requirements

• Bachelor’s degree or equivalent experience.
• Over 5 years of experience and a proven track record as a recognized leader and manager of people in a customer-service-intensive environment.
• Demonstrated success implementing solutions to resolve poor client, service, or contract performance or difficult situations, or to improve or sustain satisfactory contract performance.
• Excellent client service skills and a service-minded approach.
• Proven experience delivering and managing complex or multi-service client solutions.
• At least two years of successful financial management experience and a general understanding of how day-to-day and strategic decisions affect profit and loss.
• Ability to make independent financial decisions within the scope of responsibility.
• At least two years of people-management experience covering the employee lifecycle from onboarding through offboarding, including manager self-service systems and centralized HR functions.
• Ability to foster a high-performance, continuous-improvement team culture that values learning, quality, and client satisfaction.
• Attention to detail and demonstrated organizational skills.
• Ability to meet deadlines and complete projects on time.
• Ability to handle sensitive or confidential documents and information.
• Ability to make independent decisions consistent with business needs and policy.
• Ability to interact effectively with people from diverse backgrounds and across multiple functions.
• Ability to work in a fast-paced environment.
• Self-motivated, positive, can-do attitude.
• Intermediate-to-expert Microsoft Office skills.

Responsibilities

• Oversee contracted operations to meet contract and client requirements while addressing employee needs.
• Lead the development of a highly functioning client team and manage the full employee lifecycle for direct and indirect reports, including hiring, onboarding, training, development, performance management, succession planning, and offboarding.
• Ensure employees understand and comply with company and client policies, service level agreements, and quality expectations; use corrective action when necessary.
• Communicate regularly with employees through team and individual meetings to share information and discuss expectations, performance, goals, and development.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and sustain service delivery through standard operating procedures, account planning, and achievement of agreed metrics and goals.
• Ensure Engage is implemented and used according to best practices; understand its data inputs and outputs and use its reporting to manage the team, workflow, quality, and individual performance.
• Drive continuous improvement, keep clients and managers informed about significant or potential issues, propose solutions to prevent recurrence, and resolve client escalations promptly.
• Manage staffing and workflow volumes, use workflow management systems to justify headcount, and allocate staff by shift or service line.
• Review monthly profit and loss statements and submit required changes to the financial analyst.
• Review labor allocations and manage overtime and time off to avoid non-billable charges.
• Create and distribute monthly invoices that meet contractual requirements.
• Participate in budgeting and ensure operational processes stay on schedule and within budget.
• Manage client relationships and maintain a high level of customer satisfaction.
• Prepare and present monthly Client Service Reviews, discuss the presented data, and recommend process improvements and client benefits.
• Regularly solicit feedback from clients.
• Educate clients about current and available Williams Lea services, connecting those services to the client's business and success.
• Identify account growth and new-service opportunities, as well as solutions to client challenges, and escalate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, processes, and technology for new business within the account; participate on other or new client accounts.
• Follow Williams Lea policies and client-site policies.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Disability insurance
• 401(k) with company match
• Life insurance
• Voluntary supplemental insurance coverages
• Parental leave
• Adoption assistance
• Tuition assistance
• Employer and partner discounts
• Possible participation in a bonus, commission, or incentive program, depending on the role

What This Job Offers

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