Senior Manager, Account Management

«out 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 Job Track Description: Assists others in achieving goals. Manages performance appraisals and pay reviews. Manages training for 3 or more employees. Manages hiring and termination actions. Requires broad technical expertise and industry knowledge. Is accountable for functional, operational, and/or program management. General Profile Provides leadership to managers and senior professional staff. Adapts and executes functional or departmental business plans. May contribute to the development of strategies. Makes decisions based on resource availability and functional objectives. Functional Knowledge Understands and applies concepts in the field of expertise. Has basic knowledge of other disciplines. Business Expertise Understands how to improve efficiency across related teams. Impact Impacts the quality and effectiveness of the team and its contribution to the subfunction. Guided by functional business plans. Leadership Sets priorities and allocates resources for related teams. Proactively manages resources to meet department goals. Problem Solving Resolves complex technical and operational problems. Interpersonal Skills Uses clear communication skills to influence others, including senior leadership. Responsibility Statements The CXM Sr. Manager of Account Management serves as the client’s primary relationship leader for their CXM Solutions. As such, they have 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 CXM 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 the CXM Solutions division 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 • Serve as the lead point of contact for all customer account management matters • Advocate for both Conduent as well as the client to define and realize organizational objectives while developing strong relationships by connecting with key business executives and stakeholders internal and external. • 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 • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors • Ensure the timely and successful delivery of CXM solutions according to customer needs and objectives • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders • Answer client queries & assist with challenging client requests or issue escalations as needed • Expand the Client Contact Footprint/Relationships within the account • Effectively deliver all controllable dimensions of client satisfaction • Partner with Service Delivery, 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 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 CXM 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 • Collaborate with sales team to help “open doors” to achieve growth goals while keeping clients satisfied and engaged with CXM solutions in the short and longterm. • Work in partnership with Sales Executives to capture additional new business • Performs other duties as assigned. • Complies with all policies and standards. 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