Site Account Manager

RR Donnelley • Cleveland, OH

3d • $78,700 - $125,900 • Onsite

About The Position

The Account Manager is an operations leader responsible for communicating a vision for how Williams Lea best 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 growth and development. The manager oversees contracted operations to meet client and contract requirements while also addressing employee needs.

The role includes people leadership across the employee lifecycle; operational and quality management; financial and contractual oversight; and client relationship and account leadership. It also supports due diligence and implementation of new business within client accounts and adherence to company and client-site policies.

Requirements

• Bachelor’s degree or equivalent experience.
• More than 5 years of experience and a proven record as a recognized people leader and manager in a customer-service-intensive environment.
• Demonstrated experience implementing solutions that resolved poor client, service, or contract performance or difficult situations, or improved or sustained 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 2 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 2 years of people-management experience supporting the employee lifecycle from onboarding through offboarding, including use of manager self-service systems and experience with 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 in a timely manner.
• Ability to handle sensitive and confidential documents and information.
• Ability to make independent decisions that conform to business needs and policy.
• Ability to interact effectively with people from diverse and multifunctional backgrounds.
• 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 ensure contract and client needs are met while addressing employee needs.
• Lead the client team, including interviewing and hiring, onboarding, training, professional development, performance management, succession planning, and offboarding for direct and indirect reports.
• Ensure employees understand and comply with company and client policies, service level agreements, and quality expectations; use corrective action when necessary.
• Maintain regular communication with employees through team and one-to-one meetings to discuss information, expectations, performance, goals, and development.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and sustain quality 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 inputs and outputs and use its data for client reporting and management of teams, workflow, quality, and individual performance.
• Drive continuous improvement, inform clients and managers about significant or potential issues, propose preventive solutions, and resolve client escalations promptly.
• Manage staffing and workflow volumes using workflow-management data to justify headcount and allocate resources by shift or service line.
• Review monthly profit-and-loss statements and submit necessary 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 are managed to timelines and budgets.
• Manage client relationships and customer satisfaction.
• Create and present monthly Client Service Reviews, discuss the data, and present process-improvement ideas and client benefits to support decision-making.
• Regularly solicit client feedback.
• Educate clients about existing and available Williams Lea services, taking into account the client’s business and how services may support its success.
• Identify opportunities for account growth, new services, and solutions to client challenges; escalate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, processes, and technology for new business within assigned client accounts, and 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
• Potential participation in a bonus, commission, or incentive program, depending on the role

What This Job Offers

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