Account Director

Job Description
The GOC Account Manager will generally oversee a portfolio of client accounts and site operations. This position will foster and grow client relationships, create and execute strategic plans, and provide operational oversight to assigned operational teams. For this role, we are specifically seeking candidates with retail, print, marketing/advertising experience. 
Location: This is located ONSITE in Arlington, TX. Only local candidates will be considered. 
Responsibilities:
Operations Management Oversee supervisors/leads direct reports in the day-to-day management of activities
Set direction and provide oversight into key RRD internal activities to ensure consistency, accuracy, and compliance across accounts.
These activities include but are not limited to:
Annual Performance Rating / Goal Setting / Employee Feedback Process Hiring Approval for Client Facing Positions
Adherence to RRD Training Requirements
On-Site Team Bonus / Merit / Incentive Programs
Client Events / Team Event
Compliance Training
Drive operational efficiencies and initiatives to ensure client satisfaction and organic growth
Manage all finance-related activities including accrual reporting, vendor invoice processing, client billing, and payroll
Monitor revenue and costs to maintain RRD target profitability
Develop, plan, and deploy Business Continuity Plan to ensure minimal service interruption
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 the operations team and client, and work with the 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.