Account Manager

Overview

Williams Lea by RRD is a global business support services company with a long history delivering administrative support, document production, presentation design, and marketing and communications services to leading organizations, especially in legal, financial, and professional services industries. We are a people-powered organization with a presence in North America, the UK, Europe, and Asia Pacific. We support law firms, financial institutions, and other clients by handling critical document production and high-volume print and digital communications.

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 the team to bring that vision to life. The role focuses on executing service delivery, achieving operational excellence, implementing optimized cost-to-serve models, applying continuous improvement initiatives, and growing the team.

Job duties

• Oversee contracted operation(s) to ensure client needs are met while addressing employee needs.
• People Leadership – develop a highly functioning client team and manage full employee lifecycle for direct and indirect reports (interviews, hiring, onboarding, training, development, performance management, succession planning, off-boarding).
• Ensure reports understand and comply with company and client policies, SLAs, and quality expectations; use corrective action when necessary.
• Engage in regular communication with employees; conduct team meetings and 1:1s to discuss expectations, performance, 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 defined metrics; ensure client and employee satisfaction.
• Ensure Engage is implemented and used by the team according to best practices; understand data requirements and usage.
• Utilize Engage outputs for client reporting and to manage team performance, workflow, quality, and individual performance.
• Drive continuous improvement; communicate issues and proposed solutions; resolve client escalations in a timely manner.
• Manage staffing and workflow volumes; justify headcount based on volumes and allocate resources by shift or service line.

• Financial and Contractual Management – review monthly P&L, labor allocations, and invoicing; participate in budgeting; ensure processes meet contractual requirements and timelines.

• Customer & Account Leadership – manage client relationships and satisfaction; present monthly Client Service Reviews; solicit client feedback; educate clients on Williams Lea services; identify opportunities for account growth and service improvements.

• Other – participate in due diligence and implementation for new business within client accounts; adhere to Williams Lea and client site policies.

• A Bachelor's degree or equivalent experience is required.
• Over 5 years of leadership and people management experience in a customer-service environment.
• Proven ability to implement solutions that improve client service or contract performance.
• Excellent client service skills and a service-minded approach.
• Experience delivering and managing complex or multi-service solutions.
• Minimum of two years of financial management experience; understanding of P&L impact.
• Ability to make independent financial decisions within scope of responsibility.
• Minimum of two years people management experience across the employee lifecycle; experience with HR systems.
• Ability to foster a high-performance, continuously improving team focused on client satisfaction.
• Attention to detail and strong organizational skills; able to meet deadlines.
• Ability to handle sensitive/confidential information; able to work in a fast-paced environment.
• Strong collaboration across multi-functional and diverse teams; self-motivated with a positive attitude.
• Intermediate to expert Microsoft Office skills.

RRD's current salary range for this role is…