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About the Role

The Sr. Manager - Client Accounts is an operations leader responsible for communicating a vision for client service excellence, empowering teams, executing service delivery, and driving operational improvements.

Responsibilities

Oversee contracted operation(s) to ensure client and contract needs are met while addressing employee needs.
Provide people leadership, developing a highly functioning client team.
Manage the full employee lifecycle for direct and indirect reports, including hiring, onboarding, training, performance management, and off-boarding.
Ensure direct and indirect reports understand and comply with company and client policies, SLAs, and quality standards.
Communicate regularly with employees through team meetings and one-on-one sessions to discuss expectations, performance, and development.
Foster cross-training and teamwork to optimize client service delivery.
Ensure account operations meet or exceed client expectations.
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving metrics.
Ensure Engage is implemented and utilized by the team according to best practices.
Understand Engage's operations, data requirements, and generated output.
Utilize Engage output for expert-level client reporting and data-driven team management.
Drive continuous improvement, informing clients and management of issues and proposed solutions.
Timely resolve issues escalated by the client.
Manage staffing and workflow volumes, justifying headcount and allocating resources.
Review monthly P&L and submit necessary changes.
Review labor allocations, managing overtime and time-off to avoid non-billable charges.
Create and distribute monthly invoices, ensuring contractual compliance.
Participate in the budget process and manage operational processes to timeline and budget.
Manage client relationships to ensure high customer satisfaction.
Create and present monthly Client Service Reviews (CSRs), discussing process improvements and benefits.
Solicit client feedback regularly.
Educate clients on existing and available Williams Lea services.
Identify opportunities for account growth and new services.
Participate or lead due diligence and implementation for new business.
Adhere to Williams Lea and client site policies.

Requirements

A Bachelor’s degree or equivalent experience is required.
Over 6 years’ experience as a recognized leader and manager of people in a customer service-intensive environment.
Demonstrated record of implementing solutions that resolved poor client/service/contract performance or improved satisfactory contract performance.
Excellent client service skills with a service-minded approach.
Proven experience in the delivery and management of complex or multi-service solutions for clients.
Minimum of four years of successful financial management experience.
Demonstrated record of managing day-to-day and strategic decisions impacting P&L.
Able to make independent financial decisions within the scope of responsibility.
Minimum of four years people management experience supporting the employee lifecycle.
Experience with manager self-service systems and centralized HR functions.
Able to foster a team culture of high performance, continuous improvement, learning, and quality, with an emphasis on client satisfaction.
Attention to detail with demonstrated organizational skills.
Must be able to meet deadlines and complete projects in a timely manner.
Able to handle sensitive and/or confidential documents and information.
Able to make independent decisions that conform to business needs and policy.
Must be able to interact effectively with multi-functional and diverse backgrounds.
Able to work in a fast-paced environment.
Must be self-motivated with a positive can-do attitude.
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

Skills

Microsoft Office skillset (Intermediate to expert level)

Experience Level

Over 6 years’ experience
Minimum of four years of successful financial management
Minimum of four years people management experience

Education Level

Bachelor’s degree or equivalent experience

Salary/Compensations

USD 99100 - USD 158500 - yearly

Benefits

Medical, dental, and vision coverage
Paid time off
Disability insurance
401(k) with company match
Life insurance
Other voluntary supplemental insurance coverages
Parental leave
Adoption assistance
Tuition assistance
Employer/partner discounts

About the Company

RRD provides marketing, packaging, print, and business services to the world’s most respected brands.
The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact.
Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.
At RRD, we value innovation, authenticity, and integrity.
To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience.
We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

Equal Opportunity

RRD is an Equal Opportunity Employer, including disability/veterans