Director, Account Management - Human Capital Solutions

Are you a proven client relationship manager with a track record of helping clients succeed in Human Capital services?

Do you value a collaborative team culture where you are the primary client representative and accountable for client satisfaction and revenue growth?

About the Team

Our Account Management organization focuses on maintaining the highest level of relationship and customer satisfaction. We collaborate with our Management and Service Delivery teams on every engagement to bring the best of Conduent to support our clients. We are continuing our growth trajectory by adapting to our client needs and ensuring the highest service levels.

About the Role

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 client’s 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. The 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 of 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 Conduent’s 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

Revenue Focus

• Plan and execute contract renewals that grow revenue, build Conduent’s 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 such as Sales Executives
• Work in partnership with Sales Executives to capture additional new business

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.
• 10+ years’ professional business experience
• Human Capital Outsource experience (Health & Welfare Benefits, Defined Contribution, Defined Benefits, Payroll, Human Resource Outsourcing, Total Benefits Outsourcing) - preferred
• Business Process Outsourcing (BPO) experience (preferred)
• Matrix organization management (preferred)
• Bachelor’s degree or equivalent work experience

Flexible Working

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, you have flexibility, including:

• Working remotely
• Working flexible hours – flexing your workday to fit in what you need to get done while meeting client expectations
• Flexible vacation time – coordinate accordingly with your team and go!

Working with us

Join a rapidly growing organization that can support your career goals.

Working for you

What you get:

• Career Growth Opportunities
• Full Benefit Options
• Rich learning ecosystem
• Great Work Environment

About Us

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.

Join Us

Are seeking an opportunity to make a real impact in a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best!

Job Track Description:

• Requires broad technical expertise and industry knowledge.
• Accountable for functional, operational, and/or program management.
• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.

General Profile

• Provides leadership through managers.
• Develops functional or departmental business plans.
• Contributes to the development of strategies.
• Makes decisions based on area strategy and priorities.

Functional Knowledge

• Requires a broad understanding of different systems, theories, and practices.

Business Expertise

• Applies broad industry and commercial awareness to drive financial performance.

Impact

• Impacts short and long-term results, with potential business impact.
• Guided by business area strategy.

Leadership

• Leads through subordinated managers.
• Executes business plans and may contribute to strategy development.

Problem Solving

• Directs the resolution of highly complex problems using advanced judgment.

Interpersonal Skills

• Influences and educates others to negotiate for the best business
• Exercises sensitivity to the audience.

Responsibility Statements

• Manages internal and/or external delivery teams directly or through matrix organization.
• Accountable for a target of less than US$25m in revenue
• Not the primary owner of the client.
• Accountable for driving growth opportunities across the portfolio/segment.
• Actively visits client locations to build and strengthen relationships.
• Responsible for client satisfaction through Net Promoter Score (NPS).
• Manages single client/contract, which is growing but not yet considered a strategic account.
• Liaises between the client and cross-functional internal teams.
• Provides industry and company knowledge within the business.
• Performs other duties as assigned.
• Complies with all policies and standards.

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 Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.