Job Profile: Director, Account Management (Customer Experience Management – CXM)
Company Name: Conduent Commercial Solutions, LLC
Conduent Commercial Solutions, LLC
• Chicago, IL, United States
• via Conduent
• 3 days ago
• Full–time
Job highlights
Identified by Google from the original job post
Qualifications
- 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?
- 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
- 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 of Conduent Commercial Solutions, LLC
- At Conduent, we value individuality and flexibility in how our associates work and deliver their best
- Remote work: Enjoy the flexibility of working from home, optimizing your work-life balance
- 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
- Bring your authentic self to work every day
- Grow and thrive both personally and professionally
- 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
Responsibilities
- 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
- 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
Job description for Conduent Commercial Solutions, LLC
Conduent provides mission-critical services and solutions to Fortune 100 organisations and more than 500 governments through our committed associates, delivering outstanding results for our clients and the millions of people that depend on them. Every day, you have the chance to flourish individually, change the world, and be a part of a culture that values and recognises individuality.
Account Management Director (CXM, or customer experience management)
Do you have a solid track record of managing client relationships and generating revenue growth as a leader in the CXM space?
Do you enjoy providing outstanding customer experience solutions that boost customer happiness and propel company growth?
Concerning the Role:
You will be the main relationship manager for important clients as a Director of Account Management in Customer Experience Management (CXM), concentrating on boosting client satisfaction with Conduent’s CXM BPO solutions, retaining and increasing revenue, and finding new business possibilities. Together with strategically expanding your portfolio through cross-selling and upselling efforts, you will work with internal teams to guarantee the delivery of superior customer experience solutions. Your success will be largely dependent on your capacity to establish enduring, reliable relationships with clients.
Key duties include:
- Overseeing important client connections and serving as the primary point of contact for any issues pertaining to designated CXM accounts.
- Creating Account Business Plans (ABPs) with the goal of lowering risk and promoting growth in the CXM space.
- Updating and maintaining CRM data to appropriately represent customer activity and business prospects.
- Building relationships with CXM executives and stakeholders as trusted advisors.
- Keeping an eye on and enhancing the customer experience to guarantee high satisfaction levels.
- Working together with Operations and Service Delivery to provide client-focused, seamless customer experience solutions.
- Finding and seizing chances for add-on, upsell, and cross-selling in your CXM accounts.
- Organising and carrying out contract extensions to guarantee the continuation and growth of CXM services.
- Working together with sales executives to extend Conduent’s CXM footprint and seek new business possibilities.
The following are prerequisites:
• Have a wealth of sales or account management expertise in the Customer expertise Management (CXM) industry, with an emphasis on BPO solutions.
- Exhibit a thorough comprehension of business process outsourcing (BPO) and CXM processes.
- Possess a track record of successfully executing complicated contracts and managing several enterprise-level CXM accounts.
- At least ten years of business experience, ideally in the CXM industry, should be demonstrated.
- Possess a bachelor’s degree, or in the preferable case, appropriate job experience.
- Proficient in CXM contexts in terms of communication, presentation, and persuading C-level stakeholders.
- The ability to move up to 25% when necessary.
- Perform well in a matrix organisation, preferring to have experience in CXM and BPO operations.
Adaptable Work Schedule:
At Conduent, we respect the uniqueness and adaptability of our employees’ work and performance. You can anticipate the following working circumstances in this position:
- Working remotely: Maximise your work-life balance by taking advantage of the freedom that comes with working from home.
Serving You:
Benefits and incentives created just for you:
- Health and Welfare Benefits: Personalised to meet your requirements and those of your family, starting on the first day.
- Retirement Savings: Plans that assist you in safeguarding your financial future.
- Employee Discounts: Take advantage of a wide range of savings on goods, services, vacations, and more.
- Career Growth Opportunities: Numerous chances to progress your career in a multinational corporation.
- Paid Training: Get access to award-winning learning platforms and make money while you learn.
- Paid Time Off: Alluring plans created to enable you to take pleasure in your life away from work.
- Fantastic Workplace: Become a part of a culture that has won awards for its efforts to promote diversity and inclusion.
Come Along:
Our shared mission at Conduent unites us. We are aware that the success of our colleagues is correlated with our own. We want to foster an atmosphere where you can: • Show up to work each day as who you truly are.
- Develop and prosper on a personal and professional level.
· Have a significant influence on our communities, our clients, and the millions of individuals we serve.
Joining Conduent puts you in a position to shape the company’s and your personal futures as a member of a forward-thinking team. With over 60,000 colleagues across 24 countries, you’ll have the chance to develop alongside individuals that motivate you to reach your full potential.
Pay Transparency:
Information pertaining to pay and benefits must be disclosed in some countries. Actual compensation for this role will differ and could fall or rise depending on a number of variables, such as performance, experience, and location. This job may be eligible for bonuses or incentives in addition to base pay. Health insurance, dental and vision plans, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO), sometimes known as vacation and sick leave, are just a few of the many benefits that Conduent provides. This position is expected to pay between $117,000 and $156,000.
