Sr. Account Manager

RR Donnelley • New York, NY

15h

About The Position

The Sr. Manager - Client Accounts is an operations leader responsible for communicating a vision for how Williams Lea best serves clients across national or multiple 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 growth and development.

The position oversees contracted operations to ensure client and contract needs are met while supporting employees. It leads the full employee lifecycle for direct and indirect reports, sustains quality service delivery, manages workflow and staffing, and uses operational data to oversee team performance. The role also handles financial and contractual management, develops client relationships and satisfaction, and identifies opportunities for account growth and new services.

Requirements

• Bachelor's degree or equivalent experience.
• More than 6 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 resolve poor client, service, or contract performance or difficult situations, or that improve or sustain satisfactory contract performance.
• Excellent client service skills and a service-minded approach.
• Experience delivering and managing complex or multi-service client solutions.
• At least 4 years of successful financial management, including day-to-day and strategic decisions affecting P&L.
• Ability to make independent financial decisions within the scope of responsibility.
• At least 4 years of people-management experience supporting the employee lifecycle from onboarding to 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 diverse and multifunctional backgrounds.
• Ability to work in a fast-paced environment.
• Self-motivated, positive, can-do attitude.
• Intermediate to expert-level Microsoft Office skills.

Responsibilities

• Oversee contracted operations to meet the needs of the contract, client, and employees.
• Lead 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 consistently with employees through team and individual meetings about company and client 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, metrics, and goals.
• Ensure Engage is implemented and used according to best practices; use its output for client reporting and to manage teams, workflows, quality, and individual performance.
• Drive continuous improvement, communicate significant or potential issues and proposed solutions, and resolve issues escalated by clients in a timely manner.
• Manage staffing and workflow volumes, justify headcount using workflow management data, and allocate staff by shift or service line.
• Review monthly P&L 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 the budget process and ensure operational processes are managed to timeline and budget.
• Create and present monthly Client Service Reviews, discuss process-improvement ideas, and support informed client decision-making.
• Regularly solicit client feedback and educate clients about existing and available Williams Lea services.
• Identify account-growth and new-service opportunities and solutions to client challenges; escalate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, process, and technology for new business within client accounts, and participate on other or new client accounts.
• Adhere to 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: Senior