Sr. Account Manager

RR Donnelley • New York, NY

1d • $99,100 - $158,500

About The Position

The Sr. Manager - Client Accounts is an operations leader who communicates a vision for how Williams Lea can best serve clients across national or multiple service offerings and empowers their team to deliver it. The role focuses on service delivery, operational excellence, optimized cost-to-serve models, continuous improvement, and employee growth and development.

The position oversees contracted operations to meet client and contract needs while addressing employee needs. It leads people and account operations, manages financial and contractual responsibilities, and develops strong client relationships. The role also participates in due diligence and implementation for new business within its client accounts and may support other or new client accounts.

Requirements

• Bachelor's degree or equivalent experience.
• Over 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 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 4 years of successful financial management experience, 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 spanning 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 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 Microsoft Office skills.

Responsibilities

• Oversee contracted operations to ensure client and contract needs are met while addressing employee needs.
• Lead the employee lifecycle for direct and indirect reports, including hiring, onboarding, training, development, performance management, talent 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 discuss 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, and agreed-upon 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, communicate significant or potential issues and proposed solutions, and resolve client-escalated issues in a timely manner.
• Manage staffing and workflow volumes, use workflow management systems to justify headcount, and allocate staffing 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 budgeting and ensure operational processes are managed to timeline and budget.
• Manage client relationships and maintain a high level of customer satisfaction.
• Create and present monthly Client Service Reviews, discuss data, and offer process-improvement ideas and client benefits to support decision-making.
• Regularly solicit client feedback.
• Educate clients about existing and available Williams Lea services in the context of their business and goals.
• 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, processes, and technology for new business within assigned 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