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.
Director of Account Management (Customer Experience Management - CXM)
Are you a proven leader in the CXM space with a strong track record of managing client relationships and driving revenue growth?
Do you thrive in delivering exceptional customer experience solutions that enhance client satisfaction and fuel business success?
About the Role:
As a Director of Account Management in Customer Experience Management (CXM), you will be the primary relationship leader for key clients, focusing on retaining and growing revenue, identifying new business opportunities, and enhancing client satisfaction with Conduent's CXM BPO solutions. You will collaborate with internal teams to ensure the delivery of top-tier customer experience solutions while strategically growing your portfolio through cross-sell and upsell initiatives. Your ability to build long-term, trusted relationships with clients will be critical to your success.
Key Responsibilities:
- Leading cross-functional efforts to enhance client satisfaction, compliance, and revenue generation in CXM.
- Managing key client relationships and acting as the lead point of contact for all matters specific to assigned CXM accounts.
- Developing Account Business Plans (ABPs) focused on driving growth and reducing risk within the CXM domain.
- Maintaining and updating CRM data to accurately reflect client activities and business opportunities.
- Establishing trusted advisor relationships with CXM executives and stakeholders.
- Monitoring and improving the client experience, ensuring high levels of satisfaction.
- Collaborating with Service Delivery/Operations to deliver seamless customer experience solutions that meet client needs.
- Identifying and capturing cross-sell, upsell, and add-on business opportunities in your CXM accounts.
- Planning and executing contract renewals, ensuring the retention and expansion of CXM services.
- Coordinating with Sales Executives to pursue new business opportunities and expand Conduent's CXM footprint.
Requirements:
- Possess extensive experience in account management or sales within the Customer Experience Management (CXM) sector, with a focus on BPO solutions.
- Demonstrate a deep understanding of CXM operations and Business Process Outsourcing (BPO).
- Have a proven track record of managing multiple enterprise-level CXM accounts and handling complex contracts.
- Showcase at least 10 years of business experience, preferably in the CXM sector.
- Hold a bachelor's degree or have relevant work experience in lieu of a degree (preferred).
- Excel in communication, presentation, and influencing C-level stakeholders in CXM environments.
- Be able to travel up to 25%, as required.
- Thrive in a matrix organization environment, with a preference for BPO and CXM operations experience.
Flexible Working:
At Conduent, we value individuality and flexibility in how our associates work and deliver their best. In this role, you can expect the following working conditions:
- Remote work: Enjoy the flexibility of working from home, optimizing your work-life balance.
Working For You:
Perks and rewards designed for you:
- Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.
- Retirement Savings: Supportive plans to help you secure your financial future.
- Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.
- Career Growth Opportunities: A variety of opportunities to advance your career within a global company.
- Paid Training: Earn while you learn with access to award-winning learning platforms.
- Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.
- Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.
Join Us:
At Conduent, we are united by a single mission. We know that our success is tied to the success of our associates. We strive to create an environment where you can:
- Bring your authentic self to work every day.
- Grow and thrive both personally and professionally.
- Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.
When you join Conduent, you are part of a future-oriented team – shaping both the company's and your own future. With more than 60,000 associates in 24 countries, you'll have opportunities to grow with people who inspire you to be your best.
Pay Transparency: Certain jurisdictions require the disclosure of compensation and benefits-related information. For this position, actual salaries will vary and may be above or below the range based on factors including but not limited to location, experience, and performance. In addition to base pay, this position may be eligible for bonuses or incentives. Conduent offers a variety of benefits including health insurance, dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and sick time. The estimated salary range for this role is $117,000-$156,000
