Senior Account Manager at R.R. Donnelley & Sons in Miami, FL

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 st