Director - Client Accounts

Company Description

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.

Job Description

The primary function of the Account Director (AD) role is to ensure client teams meet or exceed client service level agreements (SLAs). Provide operational oversight to ensure smooth day-to-day performance while addressing and escalating matters of concern. Ensure core business processes are in place and aligned with best practices. Responsible for ensuring teams utilize technology (Engage) as designed. Responsible for developing teams within portfolio and working with other teams or functional areas to develop best practices across portfolios. Support Senior Account Directors and Managing Directors in sales and account growth initiatives.

(* denotes an “essential function”)

• *Manage a portfolio of multiple accounts (2-7) with gross profit of least $300,000
• *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 his/her direct reports. 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
• *Operations leadership – ensure accounts meet and/or exceed client expectations
  • *Ensure operational controls and management information and reporting requirements are fulfilled
  • *Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
  • *Engage expert. Familiar with all aspects of Engage.
  • *Train managers how to properly utilize the Engage system to optimize performance.
  • *Set up engage for new clients.
  • *Ensure managers within portfolio understand Engage and utilize the system as designed.
  • *Contribute to the ongoing Engage development by championing improvement opportunities/ideas.
  • *Implement strategies to improve and standardize all aspects of operations
  • *Share knowledge, best practices, and solution designs within the relevant management teams to ensure continuous business improvement
  • *Execute modifications to organizational design and teams 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 be profitable
  • *Leverage knowledge to collaborate on and negotiate terms for contracts or renewals
  • *Develop strategic account plans
  • *Write, deliver, negotiate and approve contract amendments/Statement of Works (SOWs)
  • *Write, deliver, negotiate and approve contract renewals
  • *Negotiate Periodic Price Adjustments (PPAs)
• *Customer & account leadership – maintain appropriate communications channels with the clients, the field and offsite leadership
  • *Provide insight into weekly, monthly, or quarterly account reviews
  • *Develop appropriate client relationships with operational counterparts
  • *Support up selling, cross selling of new services and the renewal and PPA process as required
  • *Support the annual budget process for assigned accounts
  • *Possess a comprehensive understanding of all client’s business and the impact of our services
• Other
  • Partner with functional teams to implement appropriate policies, internal controls, and reporting
  • Promote a culture of high performance and continuous improvement that values learning and a commitment to quality