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 RRDs account strategy to meet clients 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 clients environment and services provided by RRD

Understand the clients 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.

Qualifications

Bachelors 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

Additional Information

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.

EEO Statement

RRD is an Equal Opportunity Employer, including disability/veterans

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