Service Delivery Associate

<p class="p1"><strong>Donnelley Financial Solutions (DFIN)</strong> is the leading provider of innovative, software and technology&ndash;enabled financial regulatory and compliance solutions. Supporting every stage of our clients&rsquo; business and investment lifecycle, DFIN provides regulatory filing and transactional deal solutions to public and private companies, mutual funds, and other regulated investment firms.</p>

US

DFIN

<p>Donnelley Financial Solutions (DFIN) is the leading provider of innovative, software and technology-enabled financial regulatory and compliance solutions.</p> <p>We provide regulatory filing and deal solutions to public and private companies, mutual funds, and other regulated investment firms. We support every stage of our clients&rsquo; business and investment lifecycles.</p> <p>After 33 years as the financial division of RR Donnelley &amp; Sons, DFIN became a standalone public company on October 1, 2016.</p> https://www.dfinsolutions.com/

keywords: position summary,position details,teamwork,support,performance,quality assurance,assist,experience,knowledge,skills,preferred qualifications

Full Time

Overview: AD Service Delivery Associate provides services and support to a portfolio of accounts, acting as a point of contact for assigned clients. This role delivers a positive client experience through prescribed proactive communication, issue resolution, and services support. Service Delivery Associates work as part of a team that collectively supports a large book of business, collaborating with peers and cross-functional partners to support client satisfaction, retention, operational excellence, and business growth. The role also provides business-critical services support during financial reporting and proxy peak seasons, balancing client service needs with seasonal priorities and deadlines.
Responsibilities: <ul> <li>Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities.</li> <li>Service Delivery: Respond to client inquiries, requests, and escalations with professionalism; coordinate with internal teams to resolve issues and remove obstacles; recognize service risks and client concerns, escalating appropriately to senior team members.</li> <li>Portfolio Support: Work with a team to support a high-volume, lower-complexity portfolio using standardized motions and playbooks, including but not limited to proactive outreach campaigns, health checks, adoption communications, and engagement programs.</li> <li>Client Adoption, Retention &amp; Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities; perform outreach based on predefined triggers and escalate insights to senior team members as appropriate.</li> <li>Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications.</li> <li>Self-Service Enablement: Assist in managing client activities, promote available self-service resources, knowledge content, training materials, and product capabilities to help clients maximize value.</li> <li>Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage and workload balancing.</li> <li>Operational Effectiveness: Follow defined processes, workflows, and client engagement standards to ensure consistent platform and service delivery execution.</li> <li>Data &amp; CRM Hygiene: Maintain complete and accurate CRM records, client activities, engagement history, and health indicators to support effective portfolio management.</li> </ul>
Requirements: <ul> <li>Client-first mindset with strong relationship management skills.</li> <li>Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals.</li> <li>Excellent written and verbal communication skills.</li> <li>Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite.</li> <li>Highly organized with strong attention to detail.</li> <li>Comfort using CRM platforms, business applications, and productivity tools.</li> <li>Ability to follow established playbooks and processes.</li> <li>Ability to support a large portfolio efficiently.</li> </ul> <br /> <br /><strong>PREFERRED QUALIFICATIONS</strong><br /> <br /> <ul> <li>Bachelor's degree or equivalent professional experience.</li> <li>Experience in a fast-paced, structured team environment.</li> <li>Experience supporting portfolio-based client models or large books of business.</li> <li>Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments.</li> <li>Finance/accounting background is a plus.</li> </ul>