Senior Account Manager – Legal Services

🔥 12 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $91.8k - $146.8k / year

⏰ Full Time

🟠 Senior

💰 Account Manager

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RR Donnelley

WebsiteLinkedInAll Job Openings

10,000+ employees

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact.

📋 Description

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees • People Leadership – develop a highly functioning client team • Responsible for full 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 • Foster cross-training and a sense of team work to optimize client service delivery • Ensure account meet or exceed client expectations • 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; timely resolve issues escalated by the client • 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 • Manage over-time and time-off to avoid non-billable charges • Create and distribute monthly invoice, ensuring it meets contractual requirements • Manage relationships with clients by ensuring a high level of customer satisfaction • 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 • Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success

🎯 Requirements

• A Bachelor’s degree or equivalent experience is required • Over 6 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 resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance • Excellent client service skills with a service-minded approach toward the client • Proven experience in the delivery and management of complex or multi-service solutions for clients • Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L • Able to make independent financial decisions for scope of responsibility • Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions • Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction • Attention to detail with demonstrated organizational skills • Must be able to meet deadlines and complete all 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 positive can-do attitude • Intermediate to expert level Microsoft Office skillset

🏖️ 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