The posting
Company Description
RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s 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.
Job Description
The Senior Account Manager is a strategic operations and client services leader responsible for overseeing Williams Lea's service delivery within a prestigious international law firm. Based in Miami, this individual will lead on-site operations across multiple locations, including Miami, Boca Raton, and Atlanta, ensuring exceptional client service, operational excellence, financial performance, and employee engagement.
This role serves as the primary relationship manager for key stakeholders, acting as a trusted partner to the client while driving innovation, operational improvements, and business growth opportunities. The successful candidate will be an influential people leader with a hospitality-minded approach, capable of building strong relationships, inspiring teams, and creating a positive, high-performing workplace culture.
While operating within a highly professional legal environment, the firm's culture is notably collaborative, approachable, and relationship-focused. This is an excellent opportunity for a charismatic leader who enjoys working with people, solving problems, presenting business insights, and driving results across multiple locations.
Location: Downtown Miami/Brickell gateway, Miami, FL
The Senior Account Manager will also oversee our firms based in Boca Raton and Atlanta.
Schedule: Monday-Friday 8am-5pm with a 1-hour unpaid lunch break; some flexibility is required
Work model: Fully onsite
Job Duties
Client & Account Management
- Serve as the primary point of contact and trusted advisor for senior client stakeholders across multiple office locations
- Build and maintain strong client relationships through proactive communication, partnership, and exceptional service delivery
- Lead monthly and quarterly business reviews, presenting operational metrics, performance data, service trends, and strategic recommendations
- Identify opportunities for process improvement, service enhancements, and innovation initiatives that create value for the client
- Partner with clients to understand evolving business needs and implement solutions that improve efficiency and service outcomes
- Effectively negotiate solutions, resolve escalations, and drive positive outcomes for both the client and business
Multi-Site Operational Leadership
- Provide operational oversight for Miami, Boca Raton, and Atlanta service teams
- Travel periodically to Boca Raton and Atlanta locations to maintain strong stakeholder relationships, support local teams, and ensure consistent service standards
- Ensure all locations meet or exceed contractual obligations, service level agreements, quality standards, and client expectations
- Lead operational planning, workflow optimization, resource allocation, and continuous improvement initiatives
- Utilize reporting tools and operational data to manage performance, productivity, staffing, and quality outcomes
- Drive a culture of accountability, excellence, and proactive problem-solving across all sites
Financial Management
- Own account financial performance, including budget management, forecasting, reporting, and profitability
- Review and manage monthly profit and loss statements, labor allocations, invoicing, and operational expenses
- Identify opportunities to improve operational efficiency while maintaining exceptional service standards
- Partner with finance teams on budgeting, forecasting, and strategic business planning activities
- Make informed business decisions that positively impact account performance and client satisfaction
People Leadership & Development
- Lead, coach, and develop a team of approximately 5-10 employees across multiple locations
- Foster a positive, inclusive, and high-performing team culture focused on collaboration, accountability, and service excellence
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance management, succession planning, and employee development
- Serve as a visible and approachable leader who inspires trust, engagement, and strong team performance
- Promote cross-training and professional development opportunities to strengthen team capability and service continuity
Qualifications
- Bachelor's degree or equivalent professional experience
- 6+ years of leadership experience within client services, operations management, hospitality, legal services, banking, professional services, or similar customer-centric environments
- Demonstrated success managing client relationships and overseeing complex service delivery operations
- Strong financial acumen, including experience managing budgets, forecasting, reporting, and P&L responsibility
- Proven ability to present data, operational metrics, and business recommendations to senior stakeholders
- Experience leading and developing teams in a multi-site environment
- Strong operational management, problem-solving, and decision-making capabilities
- Exceptional interpersonal, communication, presentation, and negotiation skills
- Hospitality-minded leadership style with a genuine passion for supporting clients, teams, and business partners
- Proficiency with Microsoft Office Suite, particularly Excel, PowerPoint, and reporting tools
What Success Looks Like
- Building trusted partnerships with key client stakeholders across all locations
- Delivering consistently high levels of client and employee satisfaction
- Successfully managing account financial performance and achieving profitability targets
- Implementing innovative operational improvements that enhance service delivery and efficiency
- Developing engaged, high-performing teams that embody a positive, service-focused culture
- Creating a seamless service experience across Miami, Boca Raton, and Atlanta operations
Additional Information
The salary range for this role at the noted RRD location is $44.13 - $70.58 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. 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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RRD is an Equal Opportunity Employer, including disability/veterans
At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
