Site Account Manager

About the Position

We are seeking a Site Account Manager to lead client teams, manage operations, and drive service delivery excellence at RRD.

Responsibilities

• People Leadership
  • Responsible for the full employee lifecycle of direct and indirect reports, including interviewing, hiring, onboarding, training, professional development, performance management, and talent management.
  • Ensure compliance with company and client policies, service level agreements (SLAs), and quality of work.
  • Engage in regular communication with employees, hold team and individual meetings to discuss expectations, performance, and progress.
  • Foster cross-training and teamwork to optimize client service delivery.
• Operational Leadership
  • Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals.
  • Utilize data from the Engage system for client reporting, team management, workflow, quality, and individual performance.
  • Drive continuous improvement and manage staffing and workflow volumes.
• Financial and Contractual Management
  • Review monthly P&L and submit necessary changes to the financial analyst.
  • Manage labor allocations, overtime, and time-off to avoid non-billable charges.
  • Create and distribute monthly invoices, ensuring compliance with contractual requirements.
  • Participate in the budget process and ensure operational processes are managed to timeline and budget.
• Customer & Account Leadership
  • Manage client relationships to ensure high levels of customer satisfaction.
  • Create and present monthly Client Service Reviews (CSR) and discuss process improvement ideas.
  • Solicit regular feedback from clients and educate them on available services.
  • Identify opportunities for account growth and escalate them to the manager.

Requirements

• A Bachelor’s degree or equivalent experience.
• Over 5 years’ experience as a recognized leader and manager in a customer service-intensive environment.
• Proven track record of implementing solutions to resolve poor client, service, or contract performance.
• Excellent client service skills with a service-minded approach.
• Minimum of two years of successful financial management experience.
• Minimum of two years of people management experience.
• Ability to foster a team culture of high performance and continuous improvement.
• Attention to detail and strong organizational skills.
• Ability to handle sensitive and confidential documents and information.
• Intermediate to expert level Microsoft Office skillset.

We Offer

• Competitive salary range: USD 78700 - USD 125900 per year.
• Comprehensive benefits package including medical, dental, vision, paid time off, disability insurance, 401(k) with company match, life insurance, parental leave, adoption assistance, tuition assistance, and employer/partner discounts.

About the Company

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. Our proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Additional Information

RRD is an Equal Opportunity Employer, including disability/veterans. We value innovation, authenticity, and integrity. All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.