Service Delivery Associate

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

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Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction.

In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America’s Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees’ total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here.

Summary:

AD Service Delivery Associate provides services and support to a portfolio of accounts, acting as a point of contact for assigned clients. This role delivers a positive client experience through prescribed proactive communication, issue resolution, and services support. Service Delivery Associates work as part of a team that collectively supports a large book of business, collaborating with peers and cross‑functional partners to support client satisfaction, retention, operational excellence, and business growth. The role also provides business‑critical services support during financial reporting and proxy peak seasons, balancing client service needs with seasonal priorities and deadlines.

Responsibilities:

• Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities.
• Service Delivery: Respond to client inquiries, requests, and escalations with professionalism; coordinate with internal teams to resolve issues and remove obstacles; recognize service risks and client concerns, escalating appropriately to senior team members.
• Portfolio Support: Work with a team to support a high‑volume, lower‑complexity portfolio using standardized motions and playbooks, including but not limited to proactive outreach campaigns, health checks, adoption communications, and engagement programs.
• Client Adoption, Retention & Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities; perform outreach based on predefined triggers and elevate insights to senior team members as appropriate.
• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications.
• Self‑Service Enablement: Assist in managing client activities, promote available self‑service resources, knowledge content, training materials, and product capabilities to help clients maximize value.
• Team Collaboration: Partner with peers and cross‑functional stakeholders to ensure consistent client coverage and workload balancing.
• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards to ensure consistent platform and service delivery execution.
• Data & CRM Hygiene: Maintain complete and accurate CRM records, client activities, engagement history, and health indicators to support effective portfolio management.

Qualifications:

REQUIRED SKILLS AND COMPETENCIES

• Client-first mindset with strong relationship management skills.
• Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals.
• Excellent written and verbal communication skills.
• Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite.
• Highly organized with strong attention to detail.
• Comfort using CRM platforms, business applications, and productivity tools.
• Ability to follow established playbooks and processes.
• Ability to support a large portfolio efficiently.

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent professional experience.
• Experience in a fast‑paced, structured team environment.
• Experience supporting portfolio‑based client models or large books of business.
• Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments.
• Finance/accounting background is a plus.

It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.

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