Senior Account Manager – Legal Services
Location
Illinois
Posted
17 hours ago
Salary
$91.8K - $146.8K / year
Seniority
Senior
Job Description
Senior Account Manager – Legal Services
RR Donnelley
• 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
Job 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
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