Director, Account Management (Customer Experience Management - CXM)

$117,000 - $156,000/Yr

Conduent - Chicago, IL

Full-time - Senior

Remote - Chicago, IL

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

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. 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.

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.

Benefits

• Paid training
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Employee discount
• Opportunities for advancement
• Retirement plan