Service Delivery Associate Job Details | Donnelley Financial Solutions

Summary

Donnelley Financial Solutions delivers software and service solutions for financial reporting and capital markets transactions. The Service Delivery Associate supports assigned client accounts by resolving inquiries, coordinating service delivery, driving adoption and retention, and maintaining CRM and portfolio data. The role also supports client lifecycle campaigns, self-service enablement, and operational effectiveness during financial reporting and proxy peak seasons.

Responsibilities

• Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities
• 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
• 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
• Client Adoption, Retention & 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
• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications
• 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
• Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage and workload balancing
• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards to ensure consistent platform and service delivery execution
• Data & CRM Hygiene: Maintain complete and accurate CRM records, client activities, engagement history, and health indicators to support effective portfolio management

Skills

• Client-first mindset with strong relationship management skills
• Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals
• Excellent written and verbal communication skills
• Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite
• Highly organized with strong attention to detail
• Comfort using CRM platforms, business applications, and productivity tools
• Ability to follow established playbooks and processes
• Ability to support a large portfolio efficiently
• Bachelor's degree or equivalent professional experience
• Experience in a fast-paced, structured team environment
• Experience supporting portfolio-based client models or large books of business
• Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments
• Finance/accounting background is a plus

Qualifications

Must Haves

• Client-first mindset with strong relationship management skills
• Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals
• Excellent written and verbal communication skills
• Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite
• Highly organized with strong attention to detail
• Comfort using CRM platforms, business applications, and productivity tools
• Ability to follow established playbooks and processes
• Ability to support a large portfolio efficiently

Nice to Haves

• Bachelor's degree or equivalent professional experience
• Experience in a fast-paced, structured team environment
• Experience supporting portfolio-based client models or large books of business
• Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments
• Finance/accounting background is a plus

Benefits

• Flexible workplace
• Comprehensive benefits
• Opportunities for professional growth