Director, Account Management

4 weeks ago

Orlando, United States Conduent Full time

About Conduent:

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description:

Conduent is a unique, multi-faceted Business Process Outsourcing (BPO) company that transforms client business processes while creating seamless end-user experiences. This is done by automating and streamlining mission-critical operations, deploying the latest technology solutions and driving supply chain efficiencies, improving security, and leveraging data to guide revenue growth.

The Director of Account Management serves as the clients primary relationship leader for their BPO solutions. As such, the Director of Account Management has three (3) primary goals, with additional responsibilities and expectations that apply to each. These primary goals are:

  • Retain and grow client revenue
  • Identify, pursue, and capture add-on, new-capability and cross-sell business
  • Increase client satisfaction with Conduent and with your specific division

Additional responsibilities include, but may not be limited to:

Leadership Focus

  • Lead and represent One Conduent, by influencing actions and decisions that positively impact revenue, delivery, compliance, and client satisfaction.
  • Be the Quarterback for the services assigned within your division, as well as the extended division team around each assigned account
  • Establish and nurture client executive relationships and provide thought leadership to the client
  • Follow the key directives that are provided from our Senior Leadership Team (SLT) as well as the supporting management
  • Be an excellent teammate to all Conduent associates

Account Management Focus

  • Define and deliver a focused Account Management Process to support our internal and external clients
  • Create and execute an Account Business Plan (ABP) for every assigned account that are focused on cross-organizational collaboration, demand creation, growth, and a reduction in business risk
  • Maintain Conduents Customer Relationship Management (CRM) platform and data in the methods and requirements assigned by the leadership
  • Expand the Client Contact Footprint/Relationships within the account
  • Effectively deliver all controllable dimensions of client satisfaction
  • Partner with Service Delivery/Operations, or other internal organizations, to best represent Conduent and achieve required goals
  • Provide additional reporting or planning as needed by leadership
  • Desire and ability to become highly educated in your product domain as well as other Conduent services, and to proactively communicate with clients about these service offerings
  • Operating as the lead point of contact for any and all matters specific to your accounts
  • Documents a clear set of activities that will help build a successful client relationship over the short-, medium- and long-term
  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

Revenue Focus

  • Plan and execute contract renewals that grow revenue, build Conduents value-add to the client and expand the overall domain footprint within the client.
  • Motivate and capture non-recurring revenue (NRR) sales for in-year revenue growth
  • Expand client relationship value with add-on sales
  • Open the door for new capability sales opportunities that may be led by other team members, i.e. Sales Executives
  • Work in partnership with Sales Executives to capture additional new business
  • Know how to meet ambitious individual and team-wide sales quotas

Candidate Requirements

  • Demonstrated, functional account management skill and expertise, consistent with responsibilities listed above
  • Global, enterprise or large account management experience.
  • Must be able manage multiple enterprise accounts and complex contracts.
  • Minimum of 10-year business experience
  • Business Process Outsourcing (BPO) experience (preferred)
  • Matrix organization management (preferred)
  • Call center and telehealth experience (preferred)
  • Bachelors Degree or related work experience acceptable
  • Travel up to 50% (if applicable)
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Excellent listening, negotiation and presentation abilities


Closing:

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduents ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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