Site Account Manager: Client Delivery & Growth

RRD; Boston (MA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Employee discounts

Job summary

RRD is seeking a Site Account Manager in Boston to lead service delivery across client accounts, drive operational excellence, and grow the business. You will manage personnel, optimize cost-to-serve models, and lead continuous improvement initiatives while ensuring client satisfaction and adherence to SLAs.

Responsibilities include overseeing operations, leading the team lifecycle, reporting, and sustaining quality service delivery.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience leading people in a customer service environment.
• Proven track record improving contract performance or service delivery.
• Excellent client service skills and a service-minded approach.
• Experience delivering multi-service solutions for clients.
• Financial management experience and understanding of P&L.

Responsibilities

• Oversee contracted operation(s) to ensure client needs are met and employees supported.
• Lead a client team and manage entire employee lifecycle.
• Ensure compliance with policies, SLAs, and quality expectations.
• Communicate regularly with employees and hold team meetings and 1:1s.
• Foster cross-training to optimize client service delivery.
• Establish and sustain quality service delivery and reporting.
• Utilize data and Engage to manage team performance and client reporting.
• Drive continuous improvement and resolve issues proactively.
• Manage staffing and workflow to align with headcount and budget.
• Maintain strong client relationships and seek growth opportunities.
• Lead due diligence and implementation for new business within accounts.

Skills

Client service

People management

Leadership

Communication

Time management

Attention to detail

Problem solving

Strategic thinking

Adaptability

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

RRD is seeking a Site Account Manager in Boston to lead service delivery across client accounts, drive operational excellence, and grow the business. You will manage personnel, optimize cost-to-serve models, and lead continuous improvement initiatives while ensuring client satisfaction and adherence to SLAs.

Responsibilities include overseeing operations, leading the team lifecycle, reporting, and sustaining quality service delivery.