The Senior 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.
POSITION 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.
Required Skills
- 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
Required Experience
Bachelor's degree with 8 or more years of relevant Business Process Outsourcing(BPO) industry experience
- OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work 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)
RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER