Senior Director, Strategic Account Manager

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.

Are you a proven client relationship manager with strategic account management experience?

Do you have experience with large enterprise level Contact Center or Customer Experience services?

About the Team

Our Account Management organization focuses on maintaining the highest level of relationship and customer satisfaction with clients utilizing our portfolio of Business Process Services (BPS/BPO). 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

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 BPS/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.

Organizational Alignment

• Reports to the Senior 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

Account Management Focus

• Develop a detailed knowledge of Conduent services, solutions, and offerings within Customer Experience, with a basic understanding of Conduent's specialty BPS/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.

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.
• Plan and execute renewals that grow revenue and expand our Commercial Solution footprint

Requirements

• 10+ years’ experience with large scale Contact Center/Customer Experience sales and account management
• Global, enterprise or large account management experience
• Proven understanding of Business Process Outsourcing (BPO) BPO solution selling and account leadership
• Matrix organization management (preferred)
• Leadership experience in the pursuit of business and self-motivated
• 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
• Bachelor’s degree from an accredited institution or equivalent work experience in related field

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
• 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!

* For Colorado consideration only, the estimated salary range is $152,000. - $203,000.

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.

The Colorado Equal Pay for Equal Work Act requires employers to disclose the following information. If the successful applicant will be required to perform work from a physical site outside Colorado, the following information may not apply. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.

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.