Service Delivery Associate - Remote

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
Works directly with clients to develop comprehensive plans for coordinating the production of client documents, electronic SEC (Securities and Exchange Commission) filings, and print materials. The role is responsible for achieving service agreement objectives, ensuring compliance with customer expectations, company policies, profitability, and quality standards. By understanding the client's business needs, the incumbent fosters strong customer relationships, monitors satisfaction, and provides consultative support alongside the sales team. Participation in sales presentations and client meetings may also be required in supporting capacity. The role has primary accountabilities for all stages of service delivery, including composition, manufacturing, and final distribution of customer products.
Responsibilities:

• Act as the main point of contact for customers on assigned accounts
• Oversee and coordinate projects for both new and current clients, ensuring positive client experience and facilitating effective engagement with DFIN.
• Coordinate preplanning and preliminary work for upcoming activities by collaborating with internal teams and Supervisors to identify and implement opportunities.
• Oversee job progress during all production phases, collaborating with manufacturing operations to guarantee that final products align with customer requirements and company standards.
• Correspond with customers to provide updates and information regarding issue resolution.
• Share updates with clients regarding timelines, ongoing project status, and related reports
• Handle designated account management tasks, assist with general workloads, and adapt to changes; additionally, take on extra duties and contribute to special projects as assigned.
• Complete all delegated responsibilities in a timely and thorough manner.
• Engage relevant departments to verify and identify the underlying causes of emerging issues.
• Discuss workload strategies and any related concerns with management.
• Deliver precise and comprehensive instructions to Operations Teams
• Delegate responsibilities to contracted vendor partners
• Pursue ongoing education and training in emerging DFIN Services platforms and technologies as they are introduced to enhance service offerings.

Qualifications:

• 5+ years of experience in customer advocacy, post-sales support, or related roles such as professional services, consulting, project management, or account management.
• High level of proficiency in EDGAR, XBRL, document knowledge, print and transactional paths including knowledge around the DFIN ecosystem (SaaS platform ArcPro, ArcReporting) along with other client offerings.
• Consistently meet deadlines and make fast, data-driven decisions to boost team performance.
• Highly adaptable to changing internal and external conditions.
• Must be able to work independently and be a team player.
• Requires strong organizational skills and the ability to manage multiple projects. Handles stress effectively.
• Excellent written and verbal communication, especially with clients.
• Demonstrated ability to collaborate effectively and drive solutions while consistently delivering results across all levels of management and internal stakeholders. A goal-oriented team leader with a strong track record of excelling in collaborative environments.
• Skilled in preparing materials and delivering presentations to diverse audiences.
• Proficient in Microsoft Suite (Word, Excel, PowerPoint, PowerBI, PowerApps), Salesforce, and DFIN proprietary software (Profile, ESP).
• Skilled at improving workflows and driving process efficiency.

It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.
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