RR Donnelley · 6 hours ago
Account Manager
Dallas, TX
Full-time
Onsite
Mid, Senior Level
$62K/yr - $62K/yr
5+ years expRR Donnelley is a global business support services company with over 200 years of experience. The Account Manager will lead operations, ensuring service delivery and operational excellence while managing client relationships and team development.
Marketing & Advertising
Hiring Manager
Linnelle Prudhomme
Responsibilities
Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Review monthly P&L and submit necessary changes to financial analyst
Review all labor allocations; manage over-time and time-off to avoid non-billable charges
Create and distribute monthly invoice, ensuring it meets contractual requirements
Participate in the budget process; ensure all operational processes are managed to timeline and budget
Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts
Be able to lift up-to 50 lbs. on a regular basis
Adhere to Williams Lea policies in addition to client site policies
Qualification
Required
Over 5 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
Excellent client service skills with a service-minded approach towards the client
Proven experience in the delivery and management of complex multi-service solutions for clients
Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork
Benefits
Medical Insurance
Life Insurance
Corporate Eye Care
Personal Accident
Company Sick Pay
Dental Insurance
Company
RR Donnelley
RRD provides a complete portfolio of marketing, packaging, print and business services to the world’s most respected brands, including 91% of the Fortune 100.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Tom Quinlan
President & Chief Executive Officer
Drew Coxhead
Chief Financial Officer
Recent News
Ink World Magazine
2024-04-25
Labels & Labeling
2024-04-25
financialcontent.com
2023-07-19
Company data provided by crunchbase