Service Delivery Associate

Donnelley Financial, LLC; Rockville (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Donnelley Financial Solutions in Rockville, MD, is seeking an AD Service Delivery Associate to provide services and support to a portfolio of accounts. You will act as the primary contact for assigned clients, delivering a positive experience through proactive communication, issue resolution, and services support within a high-volume environment.

You will collaborate with crossfunctional teams to drive client adoption, retention and growth, execute onboarding and renewal activities, promote

Qualifications

• Bachelor's degree or equivalent professional experience.
• Excellent written and verbal communication skills.
• Ability to manage a high-volume client portfolio using playbooks and processes.
• Familiarity with SaaS, financial services, or professional services environments is a plus.

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.
• Portfolio Support: Work with a team to support a high-volume, lower-complexity portfolio using standardized motions and playbooks, including proactive outreach campaigns, health checks, and engagement programs.
• Client Adoption, Retention & Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities.
• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications.
• Self-Service Enablement: Promote self-service resources, knowledge content, training materials, and product capabilities.
• Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage.
• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards.
• Data & CRM Hygiene: Maintain complete and accurate CRM records and health indicators.

Skills

Client-first mindset

Relationship management

Written and verbal communication

Excel

Office suite

CRM platforms

Team collaboration

Attention to detail

Process adherence

Education

Bachelor's degree or equivalent professional experience

Tools

Salesforce CRM

Microsoft Excel

SharePoint

Job description

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 upscale 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.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to [e-mail].

At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from [e-mail]. If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via [e-mail] (this email is for general TA questions and is not used for updates on your application status).#BI-Remote