Site Account Manager

RR Donnelley • Cleveland, OH

2d • Onsite

About The Position

The 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 that vision. The role focuses on service delivery, operational excellence, optimized cost-to-serve models, continuous improvement, and team development.

The position oversees contracted operations to meet client and contract requirements while addressing employee needs. It leads the full employee lifecycle for direct and indirect reports, including hiring, onboarding, training, development, performance and talent management, and offboarding. The manager ensures employees understand and follow company and client policies, service level agreements, and quality expectations.

The Account Manager establishes and sustains quality service delivery through standard operating procedures, account planning, and performance metrics. The role uses Engage and workflow management systems to report on performance, manage workflow and staffing, and support continuous improvement. It also handles account financial and contractual processes, including reviewing profit and loss, labor allocations, overtime, invoices, and budgets.

The role builds and maintains client relationships, prepares and presents monthly Client Service Reviews, solicits client feedback, explains available services, and identifies opportunities for account growth and solutions to client challenges. The manager may also participate in or lead due diligence and implementation for new business.

Requirements

• Bachelor's degree or equivalent experience.
• Over 5 years of experience and a proven record as a recognized leader and people manager in a customer-service-intensive environment.
• Demonstrated success 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 and 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 or confidential documents and information.
• Ability to make independent decisions that conform to business needs and policy.
• Ability to interact effectively with people from multifunctional and diverse 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 meet contract and client needs while addressing employee needs.
• Lead the full employee lifecycle for direct and indirect reports, including interviewing, 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.
• Maintain regular communication with employees through team and individual meetings, setting expectations and discussing performance, goals, and development.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and sustain quality service delivery using standard operating procedures, account planning, metrics, and goals.
• Ensure the team implements and uses Engage according to best practices; use its data and output for reporting and management of workflow, quality, and performance.
• Drive continuous improvement, communicate significant or potential issues, propose solutions, and resolve client escalations in a timely manner.
• Manage staffing and workflow volumes, using workflow management data to justify headcount and allocate staff 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 in accordance with contractual requirements.
• Participate in budgeting and ensure operational processes stay within timelines and budget.
• Manage client relationships and customer satisfaction.
• Create and present monthly Client Service Reviews, analyze the data, and discuss process improvements and client benefits.
• Solicit client feedback regularly.
• Educate clients about existing and available Williams Lea services and how they may support the client's business.
• Identify account growth opportunities, new services, and solutions to client challenges, and escalate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, process, and technology for new business within the account; participate on other or new client accounts.
• Adhere to Williams Lea 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 coverage
• 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