Senior Account Director

Overview

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We're a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it's supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we're the behind-the-scenes team making everything run smoothly.

Locations: Preference given to candidates within Los Angeles, CA, New York, NY, San Francisco, CA, Washington DC.

This role can be an on-site, hybrid or remote role.

• The two primary functions of the Senior Account Director (SAD) are to ensure client teams meet or exceed client service level agreements (SLAs) and to grow accounts. The SAD will provide operational oversight to ensure smooth day-to-day performance while escalating matters of concern. Ensure core business processes are in place and aligned with best practices. Responsible for ensuring teams utilize technology to manage and improve performance.
  
  Responsible for developing teams within the portfolio and working with other teams or functional areas to develop best practices across portfolios. Partner with the Managing Director to develop strategies and foster relationships to drive growth within assigned accounts. This position is responsible for new business growth targets.
• Manage a portfolio of multiple accounts or services (2 or more) with gross profit of least $700,000
• People Leadership - lead, develop and empower highly functioning client teams
  • Provide oversight and support for the selection, induction, development, retention, motivation and performance of direct and indirect reports
  • Provide training and development opportunities and serve in mentoring role for direct reports and ensure managers provide similar support for supervisors, workflow coordinators and associates on their teams
  • Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
  • Encourage a culture of structured succession planning for key roles
  • Foster a data driven culture of collaboration and accountability while promoting a safe and enjoyable work environment
• Operations leadership - ensure accounts meet and or exceed client expectations
  • Ensure adherence to operational controls and management information reporting requirements
  • Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
  • Possess or develop expert level familiarity and understanding of all aspects of industry and proprietary technology solutions
  • Train managers how to properly utilize technology to optimize performance
  • Implement strategies to improve and standardize all aspects of operations
  • Share knowledge, best practices, and solution designs across the organization to ensure continuous business improvement
  • Execute modifications to organizational design and teams as needed, to optimize operational activity and improve client experience
  • Investigate and resolve issues escalated by the client and communicate significant issues to reporting chain
  • Drive the quality-of-service delivery across the organization
• Financial and Contract Management
  • Ensure operations controls are in place to manage budget and profitability
  • Develop and implement strategic account plans
  • Write, deliver, negotiate and approve contract amendments/Statements of Work (SOWs)
  • Write, deliver, and negotiate contract renewals
  • Negotiate Periodic Price Adjustments (PPAs)
• Customer & account leadership - maintain appropriate communications channels with the clients, the field and offsite leadership
  • Assume a key role in…