Manager - Client Accounts

About the Role

The Account Manager serves as an operations leader at Williams Lea, tasked with communicating a clear vision for how the company best serves its clients across single or multiple service offerings. This role is designed to empower and enable teams to bring that vision to life, focusing on executing service delivery, achieving operational excellence, and implementing optimized cost-to-serve models.

In this position, you will drive continuous improvement initiatives while fostering team growth and development. You will act as the bridge between client needs and operational execution, ensuring that contracted operations meet both client requirements and employee needs. The role requires a strategic mindset to manage staffing, workflow volumes, and financial performance, while simultaneously cultivating a highly functioning client team through comprehensive people leadership.

Day in the Life

Your day will involve a dynamic mix of strategic planning and hands-on management. You will oversee the full employee lifecycle, from interviewing and onboarding to performance management and succession planning. A significant portion of your time will be dedicated to fostering cross-training and maintaining open lines of communication through regular team meetings and one-on-ones.

Operationally, you will ensure service delivery meets or exceeds client expectations by utilizing standard operating procedures and data-driven insights from the "Engage" system. You will analyze data to manage team performance, workflow quality, and individual goals, while also driving continuous improvement to resolve issues before they escalate.

Financially, you will review monthly P&L statements, manage labor allocations to avoid non-billable charges, and create accurate monthly invoices. On the client side, you will manage relationships by presenting monthly Client Service Reviews, soliciting feedback, and identifying opportunities for account growth and new service adoption. You may also lead due diligence and implementation efforts for new business within your accounts.

Hiring Process

Candidates selected for this role will be expected to adhere to Williams Lea policies as well as specific client site policies. The position includes a travel requirement of 5% to 6% to support client needs and operational oversight.

Equal Opportunity

Williams Lea is committed to providing a professional work environment where diversity and inclusion are valued. We adhere to business and client dress codes and ensure all employees are supported in navigating the operational hazards associated with office equipment and supplies.