Account Manager (Legal Services)

Job Description Shift: Mon - Fri 8am - 4pm 1st shiftLocation: Hybrid in Columbus, OHThe Account Manager is an operations leader who will communicate a vision for how we best serves our clients across single or multiple service offerings and who empowers and enables 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.(* denotes an “essential function”)*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*Operational Leadership – 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*Ensure Engage is implemented and utilized by team according to best practices*Understand how Engage operates, the data it requires and generates*Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual 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*Financial and Contractual Management*Review monthly P&L and submit necessary changes to financial analyst*Review all labor allocations; manage over‑time and time‑off to avoid non‑billable charges*Create and distribute monthly invoice, ensuring it meets contractual requirements*Participate in the budget process; ensure all operational processes are managed to timeline and budget*Customer & Account Leadership*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 company services already provided and those available through strong sense of the client’s business and the impact our services may have on their success*Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end‑users – elevate opportunities to manager*Other*Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts*Adhere to company policies in addition to client site policiesQualificationsA Bachelor’s degree or equivalent experience is requiredOver 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environmentDemonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performanceExcellent client service skills with a service-minded approach toward the clientProven experience in the delivery and management of complex or multi‑service solutions for clientsMinimum of two years of successful financial management; general understanding of how day‑to‑day and strategic decisions that impact P&LAble to make independent financial decisions for scope of responsibilityMinimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self‑service systems and experience with centralized HR functionsAble to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfactionAttention to detail with demonstrated organizational skillsMust be able to meet deadlines and complete all projects in a timely mannerAble to handle sensitive and/or confidential documents and informationAble to make independent decisions that conform to business needs and policyMust be able to interact effectively with multi-functional and diverse backgroundsAble to work in a fast-paced environmentMust be self‑motivated with positive can‑do attitudeIntermediate to expert level Microsoft Office skillsetAdditional Information RRD’s current salary range for this role is $78,700 to $125,900 per year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.All employment offers are contingent upon the successful completion of both a pre‑employment background and drug screen.RRD is an Equal Opportunity Employer, including disability/veterans#J-18808-Ljbffr