RR Donnelley

Billing Specialist

• Responsible for the timely submission of electronic invoices and accruals to clients on monthly basis, overseeing the transition of clients to e-billing, and providing follow-up support to attorneys and clients in all aspects related to electronic billing
• Handle heavy volume of highly complex e-submission assignments for key corporate clients; ensure all client guidelines, internal protocol, and firm's guidelines are followed during submission process
• Act as liaison between billing attorney/secretarial staff, and clients' staff assigned to electronic billing by providing expert level subject matter support
• Populate, maintain, and update data for assigned clients in the billing system and clients' external web applications; ensure all relevant information is updated and correlated in the firm's billing system
• Execute accruals, budgets, and information and data requests
• Work collaboratively with department's supervisor to support e-billing systems by adding/removing user accounts, resetting passwords, assigning proper security levels, entering budgets, status reports, and matter profiles in various sub-systems
• Perform ad hoc analyses of complex client accounts regarding collections, rates, and reduced and rejected invoices
• Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately escalate operational problems or issues to Supervisor or Manager. Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• Ensure team provides outstanding service to client, while building strong customer relationships
• Produce required reports on schedule
• Assist the team in completing more complex jobs
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
• Make sure team follows standard operating procedures
• Train new employees on policies and procedures
• Maintain all logs and reporting documentation as required

Senior eBilling Analyst

Manager

• Act as the primary creative point of contact for client-facing projects and campaigns, translating business goals into creative briefs and leading presentations to manage feedback and expectations
• Manages team performance, workload distribution, and development plans
• Ensures creative deliverables meet quality standards and client expectations
• Collaborates with cross-functional partners to scope and plan projects
• Provides input on creative strategy and Campaign/Client Program execution
• Monitors timelines, budgets, and resources for efficiency

Manager – Creative Services

Artificial Intelligence

• Define strategy to develop and implement AI machine learning models focused on revenue optimization and cost reduction
• Monitor model performance: Identify drift and orchestrate the retraining/update of models as necessary
• Reimagine the frontline sales tech stack philosophy to create a unified AI workspace
• Analyze sales activities to identify opportunities for AI augmentation or automation
• Define technical requirements for systems interoperability
• Lead the process of defining AI GTM projects tied to measurable improvements in EBITDA, Gross Margin, and Net Revenue Retention
• Work with IT teams to ensure AI projects align with the sales organization needs
• Create and maintain interactive dashboards and reports to visualize KPIs and model outputs

Revenue AI Strategist

Marketing

• Execute analytical projects from established data requirements
• Acquire and aggregate data from a variety of sources
• Work with internal teams to address client business problems
• Apply statistical methods and execute analyses

Marketing Scientist I

Attorney

• Responsible for all aspects of invoice submissions via various e-billing platforms
• Resolving e-billing issues for the law firm's e-billed clients
• Work directly with the client’s E-billing Manager on any ad-hoc e-bill related management/client requests
• Responsible for the submission of electronic invoices and accruals to clients on a monthly basis
• Overseeing the transition of clients to e-billing
• Providing follow-up support to attorneys and clients in all aspects related to electronic billing
• Handle heavy volume of highly complex e-submission assignments for key corporate clients
• Act as liaison between billing attorney/secretarial staff and clients' staff assigned to electronic billing creating a user account,
• Populate, maintain, and update data for assigned clients in the billing system and clients' external web applications
• Work collaboratively with department's supervisor to support e-billing systems

eBilling Analyst – Legal Services

Client Services Representative

• This role will focus on our largest and most complex strategic customers
• Have a high degree of customer interaction - cultivating, owning and managing client relationships at all levels in the organization
• Functions as the trusted customer advisor
• Responsible for the Health and retention of the account
• Accountable for account revenue growth, expanding products and service offering and alternate revenue streams
• Oversee Strategic Relationship staff who manage multi-channel communication projects on behalf of major customer accounts
• Sets direction and priorities for RRD's service team
• Lead efforts relating to strategic initiatives including continuous support model improvements and compliance to achieve contractual targets and related performance metrics
• Extensive collaboration with Customers, RRD stakeholders and external print and service providers
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Maintain up to date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives

Manager – Client Services, Direct Mail Focus

• Responsible for the account management activities during and after the sale to enable the Sales Representatives to focus on selling activities
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products.
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Work with Sales Representative, Sales Management and Leadership in identifying customer needs and opportunities to secure new business.
• Maintain up to date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives
• May be involved in specific customer projects as assigned by sales management
• Performs other related duties and participates in special projects as assigned
• Primary agent of problem resolution and Customer Service enhancement.
• Work with Customer to manage their print and communication needs
• Partner with Customer to ensure all goals and objectives are met on a project-by-project basis.
• Assist, maintain and manage specifications, quoting process and order entry
• Assist and/or guide staff in the development of custom printing projects: including size, material, and print recommendations and researching new idea element
• Assist in the facilitation of creating prototypes and development of custom print pieces
• Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met
• Work with vendors to ensure SLA's are met and products are received by the customer on time
• Make recommendations to the customer to move print work to other sites/vendors when issues arise
• Provide monthly reports on spend, internal vs. external source, number of projects.

Manager – Client Services, Retail Focus

Communications

• Execute the firm’s press release process, partnering closely with requestors and the Marketing team from intake through publication.
• Draft, edit, and proofread press releases to ensure accuracy, clarity, adherence to firm style, and protection of client confidentiality.
• Revise and enhance content to ensure messaging is consistent and aligned with brand standards.
• Conduct research using client websites and other sources to support press release development.
• Coordinate with the Marketing team to ensure proper formatting, including hyperlinking to relevant client content.
• Perform thorough quality control checks prior to publication.
• Manage multiple requests simultaneously, delivering work in a timely, efficient, and accurate manner.
• Communicate proactively with requestors, including providing status updates, gathering input, and securing final approvals.
• Engage with lawyers and other professionals to drive projects forward and ensure deadlines are met.
• Support reporting and tracking efforts related to media coverage, awards and rankings, communications metrics, and other performance indicators.
• Help maintain and enhance submission schedules, editorial calendars, dashboards, and other tracking tools.
• Assist with research, content development, and distribution of firm communications, including press materials and daily news updates.

Associate Marketing and Communications Specialist

Project Manager

• Create and execute standardized, comprehensive implementation plans for complex customer accounts.
• Create a standardized project plan for each customer implementation.
• Validate project scope, resource requirements, and timelines with customers, sales, and business owners.
• Manage activity specified in the plan and monitor progress toward each milestone.
• Proactively identify project risks, develop contingency plans, and escalate critical issues to leadership as needed.
• Document lessons learned from each deployment to optimize future implementation frameworks.
• Manage communication among stakeholders utilizing available tools to ensure that all parties are aware of the project's progress, risk factors, and required actions.
• Participate and lead team mentoring initiatives.

Integration Project Manager

• responsible for all aspects of invoice submissions via various e-billing platforms
• resolving e-billing issues for the law firm's e-billed clients
• manage all phases of the e-billing lifecycle, including matter setup, timekeeper rate submissions, invoice preparation, electronic submission, rejection resolution, and payment tracking
• open and configure new matters in Aderant and assigned e-billing vendor portals
• submit and maintain timekeeper rates and budget information within e-billing platforms
• prepare and submit invoices electronically through multiple e-billing vendor portals
• research and resolve invoice rejections, reductions, and appeals
• serve as a primary point of contact with counterparts in client accounting and e-billing departments
• track billing and payment activity across assigned matters using Excel and internal reporting tools
• monitor incoming prebills and invoices to ensure timely electronic submission and completion within established deadlines
• provide comprehensive reporting on e-billing status, submission timelines, outstanding balances, and rejection trends
• collaborate with billing coordinators, attorneys, and support staff to ensure accurate and timely resolution of billing inquiries and client requests
• troubleshoot technical issues within e-billing platforms

eBilling Coordinator – Legal Services

• Provide post sales customer contact for inbound order fulfillment of print and print related services and/or kitting
• Execute print/kitting/distribution orders from customers received through the online systems or through direct contact with the customer
• May serve as lead service professional on behalf of customer and internal RRD stakeholders, participating or leading client meetings or client business reviews
• Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes;
• Handle customer concerns/issues as needed in a timely manner (i.e. dispute management, invoice reconciliation, etc)
• Provide proof of delivery, and order status upon request
• Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products
• Lead efforts to provide process documentation, workflows and job aids for internal and external purposes
• May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company
• Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production
• Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems
• Perform pricing/generate quotes
• Verify composition or perform copy prep as needed for order processing purposes
• Manage, client inventory item maintenance in applicable systems, producing and analyzing reports
• Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions
• May train and mentor other client care staff members
• Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements
• May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company
• Data entry responsibilities, setting up new items and managing current inventories
• Act as a communication link between external customer and all internal departments
• Performs other related duties and participates in special projects as assigned