Client Service Director - Legal

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The Client Services Director for GO Creative is the face of RR Donnelley, serving as a liaison between the client and our operations group, providing guidance for account strategy and driving client development activities.  

Work Structure: Hybrid

Shift: Monday - Friday, 8AM - 5PM

Must be able to commute to the Phoenix, AZ location

Responsibilities:

Client Relationship Management

• Primary escalation point for the client for operational issues and customer inquiries
• Understand client work demands and ensure on-site, near-site, and offshore teams meet outlined service commitments and expectations
• Ownership of the client communication strategy in collaboration with each customer
• Coordinate weekly/monthly client meetings with operations and/or sales teams. Assist in the creation of operational action plans and issue resolution
• Establish SLA reporting with operations team and client, work with Operations team to deliver as agreed upon with the client. Review and interpret information to proactively identify and resolve issues
• Coordination and delivery of Quarterly Business Reviews across accounts within the scope of responsibility
• Assist Business Development in the creation of and track annual account plans to promote relationship mapping, organic revenue growth, and client satisfaction
• Support operations team to coordinate the development of a process improvement plan to enhance operational and financial performance
• Track/analyze revenue variance
• Ownership of RRD's account strategy to meet client's goals and ensure consistency, accuracy, and compliance across all accounts. These activities include:
• Schedule and conduct periodic meetings with client senior management and Business Development to understand the current business landscape, as well as upcoming changes. Understand the impact on the client's environment and services provided by RRD
• Understand the client's long-term objectives and work with them to define and develop relevant goals and initiatives
• Coordinate reviews of client operational metrics, translate metrics to business information, and oversee the development of resulting action plans as agreed upon with the client. Facilitate operational planning for upcoming client business events
• Provide 'thought leadership' by coordinating and researching benchmarking studies/whitepapers, delivering presentations on strategic topics related to the services provided, and consulting with clients on best practices provided by RRD
• Develop a trusted relationship with the client, enabling issues and opportunities to be addressed with a spirit of partnership

Client Development

• Gain a deep understanding of the services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationship
• Apply process, technology, and staffing knowledge to assist in the development of solutions for existing and new clients
• For new clients, support the Business Development Director by contributing to the proposal process through client site visits, solutions development, staff configuration recommendations, proposal content, and other information as required
• For existing clients, support the development of an account plan to identify new service and expansion opportunities. Work with sales resources to review, approve and present proposals, statements of work, and quotes for services. Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documents
• Provide implementation support to ensure that client requirements are understood including service solutions, required timeline, procurement needs, staffing requirements, service levels, etc.

• Bachelor's degree with 8 or more years of relevant Business Process Outsourcing(BPO) industry experience
• Knowledge of client industry and its standards and processes
• Previous experience/general understanding of client-focused solutions and account management
• Strong project management experience, and knowledge including strategic planning, sales support, product design, service application, logistics, and marketing
• Domestic and international Business Process Outsourcing (BPO) experience
• Proficient in MS Office Suite (including Word, Excel, and PowerPoint)
• Ability to work in a fast-paced environment that handles time-sensitive and secure transactions
• Must possess strong people management skills
• Ability to manage multiple projects and relationships simultaneously
• Detail-orientated and able to support a team of client service specialists
• Excellent writing skills are essential
• Strong interpersonal and communication skills including a firm and patient demeanor
• Ability to anticipate customers & needs and match them with appropriate products and services
• Occasional travel to client offices may be required

This role is salary plus incentive program eligible and the current RRD salary range is $118,000 to $130,000 per year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans