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Conduent Director, Account Management - Retail in Philadelphia, Pennsylvania

About Conduent

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at.

Job Description

Key Responsibilities:

  • Accountable for driving sales and revenue growth for a large Fortune 500 Retail account.

  • Collaborate and work closely with Client Partner to manage, retain and grow the current book of business with focus on winning new business within an account either through selling add-on business in the same service line or driving new service line penetrations.

  • Create and maintain 3-year account strategic plans including financial plans and go-to-market strategies that leverage global delivery capabilities, solutions and offerings that lead to growth of the services portfolios.

  • Build strong client relationships, anticipate needs, and represent the full Conduent services portfolio to clients.

  • Ability to build relationships and work at very senior executive levels/ C-suite.

  • Actively visit client offices, foster relationships, manage communications and regular monthly and quarterly business reviews, walk the halls of customer locations evaluating opportunities to grow our business with the client.

  • Accountable for planning activities including conducting SWOT analysis, evaluating resource requirements, and planning for stakeholder engagement.

  • Responsible for developing and managing the strategic account plan.

  • Participate in end-to-end sales process from lead generation through deal approval.

  • Design of multiple capability solution proposals.

  • Improve and maintain customer satisfaction through timely resolution of issues and communicate customer satisfaction results with the firm.

  • Review operational results regularly and take necessary actions to meet and exceed contract service requirements, budgeted P&L, OP, and sales quotas.

  • Be the “face of Conduent” to our customer and an escalation point for customers to our service delivery teams.

  • Manage client objectives within a partially matrixed model; developing strong relationships with service delivery leaders inside and outside your department.

  • Represent Conduent as an “industry thought leader” within the Retail business space.


  • Strong Industry and Account expertise building strong relationships with C level operations executives.

  • Leadership in client service; adept at managing client relationships and client satisfaction.

  • Strong relationship building and selling ability.

  • Client focused leader with a high level of credibility.

  • Experience with matrix management leading through influence.

  • Strong sponsorship internally with service delivery and with corporate leaders.

  • Operations and P&L management experience.

  • Potential for 25% travel depending on client needs.

  • Strong teaming and collaboration skills/behavior.

Key Metrics

  • Revenue growth

  • Profit growth and Margin improvement

  • New Business Signings

  • Collections

  • Contract Satisfaction

Experience Required

  • Externally recognized as an Industry and account expert and considered a thought leader in the Retail business space.

  • Experience with large department store retailers, specialty retailers with both in store and online presence required.

  • A minimum of 5-10 years of demonstrated experience in client management, leading and managing large accounts, preferably within the services outsourcing industry.

  • Strong BPO background required.

  • Account P&L responsibility strongly preferred.

  • Excellent long-term client management experience.

  • Strong and established network with the retail industry.

  • An excellent reputation of partnering with internal constituents, partners and other service providers.

  • A proven track record of managing an Account team and revenue pipeline and a track record of structuring solutions that meet financial objectives.

  • A track record of achieving aggressive business and operational goals within a matrix environment.

  • Strong organizational skills; the ability to create an effective strategy; the passion to direct, organize, prioritize, and motivate a team around that strategy and vision.

  • A demonstrated open, collaborative leadership style; capable of inspiring a team despite the changing opportunities dictated by the client environment, the services industry, and from within.

  • Position requires experience with US and international based executives and managers.

  • Strong customer references; a successful record of managing and enhancing client relationships.

  • As with all BPO work, strong technical knowledge and computer skills will be advantageous.

  • Must have BPO experience


  • An undergraduate degree or higher is preferred, MBA would be helpful but not necessary


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:.


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Requisition ID 2019-12505

Primary Location US-PA-Philadelphia | US-NY-New York | US-NJ-Somerset | US-MD-Baltimore | US-TX-Dallas

Employment Type Full-time regular

Category Sales and Marketing / Creative Services