Senior Director, Client Partner/Strategic Account Manager - Healthcare Payer

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.

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.

Position Overview:

The Strategic Account Manager maintains and expands relationships with strategically important large customers. Assigned to multiple named customers, the Strategic Account Manager is responsible for achieving sales quota and assigned strategic account objectives.

The Strategic Account Manager serves as the client’s primary relationship leader for their BPO solutions. As such, the Strategic Account Manager 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

The Strategic Account Manager represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customer needs and expectations are met by the company.

Job Responsibilities:

• Establishes productive, professional relationships with key personnel in assigned customer accounts.
• Coordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers’ expectations.
• Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts
• Create and execute an Account Business Plan (ABP) for every assigned account focused on cross-organizational collaboration, demand creation, growth, and a reduction in business risk.
• Articulate account objectives and evaluate them against the strategic direction of the client to ensure they don’t contradict. Influence and coordinate the BUs, Sales, and Marketing to focus on the same objectives.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
• As a healthcare sales professional, you will plan and execute renewals that grow revenue and expand our Commercial Solution footprint

Organizational Alignment:

• Reports to the Sr Director of Account Management
• Enlists the support of sales specialists, implementation resources, service resources, and other sales and management resources as needed.
• Closely coordinates company executive involvement across BU’s/GMs with customer management.
• Works closely with operations and delivery to ensure customer satisfaction and problem resolution.

Leadership Focus:

• Lead and represent “One Conduent”, by influencing actions and decisions that positively impact revenue, delivery, compliance, and client satisfaction.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• 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

Qualifications:

• Extensive experience selling into and/or account management of large health care networks, hospitals, clinics, labs, or retail pharmacies required.
• Diverse capabilities represented by successful experiences in several healthcare settings or managing large health plan clients or a variety of healthcare experiences within a single setting preferred.
• Strong understanding of Payer/Provider in Business Process Outsourcing (BPO) BPO solution selling and account leadership.
• Four-year college degree from an accredited institution or equivalent work experience in related field
• Minimum of 10-year business experience with large scale contact center/customer experience sales and account management.
• Global, enterprise or large account management experience.
• Matrix organization management (preferred)
• Strong leadership experience, pursuit, self-motivation, and excellent presentation skills.
• Team player who can partner with delivery organizations for added value.
• Possess excellent oral and written communications, including the ability to effectively present information to top management and executives (internally and externally) as required.
• Travel as required.

Account Management Focus:

• Develop a detailed knowledge of Conduent services, solutions, and offerings within Customer Experience, with a basic understanding of Conduent's specialty BPO solutions (e.g., Legal services, HR outsourcing, F&A, contact center, etc.) and help guide the client in major application and business decisions.
• Must be able manage multiple enterprise accounts and complex contracts.
• Skilled in account strategy, account planning, relationship strategy.
• Maintain high customer satisfaction ratings
• Maintain Conduent’s Customer Relationship Management (CRM) platform and data in the methods and requirements assigned by the leadership
• Provide additional reporting or planning as needed by leadership
• Operating as the lead point of contact for all matters specific to your accounts
• Additional responsibilities as assigned.

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.
• Address and coordinate all client contract and compliance inquiries by due date. Engage and assign BU, IT, and Client Assurance resources for required deliverables. Establish win-win agreements by leveraging opportunities (renewals, concessions, SOWs, etc.) to introduce fair and balanced terms and conditions.
• Identify and capture non-recurring revenue (NRR) sales for in-year revenue growth
• Work in partnership with Sales Executives to capture additional new business
• Know how to meet ambitious individual and team-wide sales quotas
• Ability to dig deep into a large account to uncover new opportunities and expand the existing Client Contact Footprint/Relationships within the account
• Achieves assigned sales quota in designated strategic accounts.
• Recommending and initiating enhancements to the sales and marketing operations.
• Establish sales goals, analyze growth, and provide accurate, complete, and timely submission of required progress reports, forecasts, quotations, budgets, and rates.

Role is remote in the EST or CST time zone.

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.