Account Manager

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.

Schedule: Monday – Friday, 9:00am – 6:00pm

• The Account Manager is an operations leader who communicates a vision for how Williams Lea best serves our clients across single or multiple service offerings, and empowers their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.
• People Leadership – develop a highly functioning client team and manage the full employee lifecycle of direct and indirect reports, including 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 reports understand and comply with company and client policies, SLAs, and expected quality of work, utilizing corrective action when necessary.
  
  Engage in regular communication with employees and hold team/1:1 meetings to discuss performance, progress against goals, and development. Foster cross-training and teamwork to optimize client service delivery.
• Operational Leadership – ensure the account meets or exceeds client expectations. Establish, execute, and sustain quality service delivery through SOPs, account planning, and achieving metrics and goals to ensure client satisfaction and strong employee performance. Ensure Engage is implemented and utilized by the team according to best practices; understand how Engage operates, the data it requires and generates; use Engage output for client reporting and to manage team, workflow, quality, and performance.
  
  Drive continuous improvement; keep clients and managers informed of issues and proposed solutions; resolve issues escalated by the client; manage staffing and workflow volumes using the workflow management system to justify headcount and allocate resources by shift or service line.
• Financial and Contractual Management – review monthly P&L and coordinate with the financial analyst; review labor allocations and manage overtime to avoid non-billable charges; create and distribute monthly invoices meeting contractual requirements; participate in the budget process and ensure operational processes align with timelines and budgets.
• Customer & Account Leadership – manage client relationships to maintain high customer satisfaction; create and present monthly Client Service Reviews (CSR); solicit client feedback regularly; educate clients on Williams Lea services and opportunities to add value; identify opportunities for account growth and service expansion, escalating those as appropriate.
• Other – participate in due diligence and implementation for new business within client accounts; participate on other or new client accounts; adhere to Williams Lea policies and client site policies.

• Bachelor’s degree or equivalent experience required
• Over 5 years’ experience in a customer service–oriented environment with proven leadership and people management
• Track record of implementing solutions that improve client, service, or contract performance
• Excellent client service skills and a service-minded approach
• Prov…