Service Delivery Senior Associate

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.
In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America's Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting 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 a supporting capacity. The role has primary accountability 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 a 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.
• Research and gather all necessary data to create accurate SEC EDGAR filings, prospectuses, annual reports, and other financial compliance documents.
• Communicate with customers, 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, adapt to changing priorities, 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 identify root causes of new issues.

Additional Responsibilities

• Discuss workload strategies and 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 ensure 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 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 of the DFIN ecosystem (ArcPro, ArcReporting) and other client offerings.
• Consistently meets deadlines and makes fast, data-driven decisions to improve team performance.
• Highly adaptable to changing internal and external conditions.
• Ability to work independently and collaboratively as part of a team.
• Strong organizational skills with the ability to manage multiple projects and priorities effectively.
• Excellent written and verbal communication skills, especially in client-facing situations.
• Demonstrated ability to collaborate effectively and drive solutions while delivering results across all levels of management and internal stakeholders.
• Skilled in preparing materials and delivering presentations to diverse audiences.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Power BI, Power Apps), Salesforce, and DFIN proprietary software (Profile, ESP).
• Skilled at improving workflows and driving process efficiency.

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