Client Success & Service Delivery Specialist

Donnelley Financial Solutions (DFIN); Northern (KY); Hybrid; USD 52,000 - 74,000; Full time

Job summary

DFIN seeks an AD Service Delivery Associate to provide services and support for a portfolio of accounts, acting as the primary contact for assigned clients. You will foster a positive client experience through proactive communication, issue resolution, and comprehensive service support.

Collaborating with cross-functional teams, you will help drive client satisfaction, retention, and growth, especially during financial reporting and proxy peak seasons, while maintaining CRM hygiene and adherence

Qualifications

• Client-first mindset with strong relationship management.
• Ability to work collaboratively in a team while supporting shared goals.
• Excellent written and verbal communication skills.
• Expertise in Word and Excel, or ability to reach expert level, plus full MS Office knowledge.
• Highly organized with strong attention to detail.
• Comfort using CRM platforms and productivity tools.
• Ability to follow established playbooks and processes.

Responsibilities

• Act as contact for assigned clients and support customer platform success activities.
• Respond to client inquiries and escalations; coordinate with internal teams to resolve issues.
• Support a high-volume, lower-complexity portfolio using standardized motions and playbooks.
• Monitor client utilization and engagement to identify adoption challenges and growth opportunities.
• Assist in onboarding, adoption campaigns, renewal prep, and client communications.
• Promote self-service resources and product capabilities to maximize client value.
• Collaborate with peers and cross-functional stakeholders for consistent client coverage.
• Maintain CRM records and engagement history for portfolio management.

Skills

Client relationship management

Team collaboration

Written and verbal communication

Microsoft Office (Word/Excel)

CRM proficiency

Adherence to playbooks

Portfolio management

Education

Bachelor's degree or equivalent experience

Tools

CRM platforms

Job description

DFIN seeks an AD Service Delivery Associate to provide services and support for a portfolio of accounts, acting as the primary contact for assigned clients. You will foster a positive client experience through proactive communication, issue resolution, and comprehensive service support.

Collaborating with cross-functional teams, you will help drive client satisfaction, retention, and growth, especially during financial reporting and proxy peak seasons, while maintaining CRM hygiene and adherence