Director, Client Partner – Commercial Accounts

Stellenbeschreibung:

Lead strategic client partnerships and own end-to-end account management
Serve as primary relationship owner and trusted advisor to senior client stakeholders
Drive account strategy, renewal planning, and expansion opportunities
Build and execute formal account plans, growth roadmaps, forecast assumptions, and executive communication alignment
Maintain proactive executive-level client engagement and identify issues early
Partner with Delivery on contracted service performance, implementations, onboarding, outcome realization, and early-life governance
Align delivery, operations, product, technology, Sales, Marketing, and other internal teams to client goals
Maintain contractual obligations, SLA commitments, and approved commercial/LOB template compliance
Conduct quarterly business reviews and present business performance, value metrics, and roadmap progress
Lead account governance, VOC intake, action planning, financial reviews, and executive strategy discussions
Identify and develop upsell and cross-sell opportunities
Manage contract renewals, pricing discussions, and change requests
Support account-specific RFPs through solution alignment, commercial scoping, and coordination with Sales and Pricing
Own account profitability (CM/OM), monitor billing accuracy, and resolve payment issues with Finance
Oversee issue resolution, mitigation planning, and performance escalations
Serve as primary commercial and relationship escalation point
Support transformation initiatives and contribute to knowledge sharing and best-practice development
Monitor industry trends and competitive insights to inform client strategies
Maintain pipeline, opportunity, and contract data in Salesforce for forecasting and portfolio reporting
Lead multidisciplinary teams to create a One Conduent operating model

Requirements

10+ years of experience in Account Management, Client Partnership, or enterprise client leadership roles
Success owning complex accounts end-to-end, including renewals, growth, and delivery performance
Effective communication with senior executives and internal cross-functional teams
Understanding of service delivery models, operational governance, and client lifecycle management
Strategic problem-solving and value-added solution delivery
Ability to lead collaborative teams across service delivery, product, and operations
Knowledge of contractual terms, service level agreements, and commercial frameworks
Ability to deliver polished business reviews and executive presentations
Bachelor's degree in Business or a related field
Ability to travel as needed to maintain client relationships and onsite presence
Ability to own and deliver against revenue retention, revenue growth, product expansion, profitability (CM/OM), client satisfaction (CSAT/NPS), RFP invitation rate, and team goal achievement metrics

Core Competencies

Demonstrates expertise in Account Management and Client Partnership, with a strong focus on strategic planning, relationship building, and delivering value-added solutions. Proven ability to lead cross-functional teams and manage complex accounts to drive revenue growth and client satisfaction.