Service Delivery Senior 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:

• Serve as the primary liaison for customers associated with designated accounts.
• Manage and coordinate projects for both new and existing clients, ensuring positive client experience and facilitating effective engagement with DFIN.
• Independently oversee accounts and client projects, diligently tracking project progress through all production phases to ensure deliverables align with both client specifications and organizational standards.
• Collaborate with customers to collect job requirements, translate them into comprehensive workflow instructions, and oversee workflow execution across multiple customer projects.
• Tasked with researching and gathering all necessary data to create accurate SEC EDGAR filings, prospectuses, annual reports, and other financial compliance documents.
• Communicate with customers, their legal counsel, or project owners throughout projects to provide updates, request information, and coordinate job changes.
• Ensure continued awareness of distinct client expectations, compliance obligations, and Service Level Agreements (SLAs)
• 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.
• Collaborate with First and Second Shift Leadership to identify and develop preplanning opportunities.
• Consult key departments to confirm and find the root causes of new issues.
• Discuss workload strategies and any related concerns with management.
• Deliver precise and comprehensive instructions to Operations Teams
• Delegate responsibilities to contracted vendor partners
• Complete all delegated responsibilities in a timely and thorough manner.
• Mentor and train Service Delivery Associates.
• Review the work of Account Associates to confirm all information is complete and accurate prior to starting composition, placing print orders, or submitting online EDGAR filings.
• Pursue ongoing education and training in emerging DFIN Services platforms and technologies as they are introduced to enhance service offerings.
• Assume leadership duties as needed in response to situational demands.

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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