Strategic Account Leader – Client Delivery & Growth

RRD; Boston (MA); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Job summary

RRD is seeking an Account Manager to lead client services across multiple service lines, driving delivery excellence and cost optimization. You will manage a client team, oversee operations, and ensure timely results while upholding quality and contractual commitments.

Responsibilities include defining service standards, reporting performance, guiding staff, and fostering continuous improvement to enhance client satisfaction. Strong leadership and financial acumen are required.

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.
• Excellent client service with a service-minded approach.
• Experience delivering multi-service solutions for clients.
• Two+ years financial management experience; understand day-to-day and strategic decisions that impact P&L.
• Two+ years people management experience; onboarding to offboarding; HR systems.
• Ability to foster a team culture of high performance and continuous improvement that values learning and client satisfaction.
• Attention to detail and organizational skills.
• Ability to meet deadlines and handle confidential information.
• Ability to work with diverse backgrounds in a fast-paced environment.
• Self-motivated with positive can-do attitude.
• Intermediate to expert Microsoft Office skills.

Responsibilities

• 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; manage full employee lifecycle.
• Ensure reports understand and are compliant with policies, SLAs and quality expectations; use corrective action when necessary.
• Engage in regular and consistent communication with employees; hold team and 1:1 meetings.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish, execute, and sustain quality service delivery through SOPs, account planning, and metrics.
• Ensure Engage is implemented and used by the team; understand data requirements.
• Use Engage output for client reporting and manage performance.
• Drive continuous improvement and communicate solutions to avoid issues.
• Manage staffing/volumes and allocate resources by shift or service line.
• Review monthly P&L and labor allocations; manage overtime and non-billable charges.
• Create and distribute monthly invoices; participate in budget processes.
• Manage client relationships and present CSR for process improvement ideas.
• Identify opportunities for account growth and client challenges resolution.

Skills

People leadership

Client service

Financial management

Team collaboration

Communication

Attention to detail

Time management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

RRD is seeking an Account Manager to lead client services across multiple service lines, driving delivery excellence and cost optimization. You will manage a client team, oversee operations, and ensure timely results while upholding quality and contractual commitments.

Responsibilities include defining service standards, reporting performance, guiding staff, and fostering continuous improvement to enhance client satisfaction. Strong leadership and financial acumen are required.