Senior Manager, Account Management

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.

About the Team

Our Account Management organization focuses on maintaining the highest level of relationship and customer satisfaction with clients utilizing our Conduent suite of products. 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 Account Manager 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:

1. Retain and grow client revenue
2. Identify, pursue, and capture add-on, new-capability and cross-sell business
3. 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
• Healthcare, Medicaid, Medicare background preferred but not required
• Business Process Outsourcing (BPO) experience (preferred)
• Matrix organization management (preferred)
• Bachelors Degree or equivalent work experience
• Prefer EST or CST time zone

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!

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.