Director, Client Partner – Commercial Accounts

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Oversee strategic partnerships with clients and manage accounts from start to finish.

• Act as the main relationship manager and trusted advisor to senior stakeholders within client organizations.

• Develop account strategies, plan renewals, and identify opportunities for growth.

• Create and implement formal account plans, growth roadmaps, forecast assumptions, and ensure alignment in executive communications.

• Engage with clients at the executive level proactively and identify potential issues at an early stage.

• Collaborate with Delivery to ensure effective service performance, implementations, onboarding, outcome realization, and governance during the initial phases.

• Align various internal teams including delivery, operations, product, technology, sales, and marketing with client objectives.

• Ensure adherence to contractual obligations, service level agreements (SLAs), and compliance with approved commercial and line-of-business templates.

• Conduct quarterly business reviews to present performance metrics, value assessments, and updates on roadmap progress.

• Lead account governance activities, voice of the customer (VOC) intake, action planning, financial reviews, and strategy discussions at the executive level.

• Identify and nurture opportunities for upselling and cross-selling.

• Manage contract renewals, engage in pricing discussions, and handle change requests.

• Assist with account-specific RFPs by aligning solutions, scoping commercially, and coordinating with sales and pricing teams.

• Take charge of account profitability (CM/OM), oversee billing accuracy, and resolve any payment issues in collaboration with Finance.

• Supervise issue resolution processes, mitigation planning, and performance escalations.

• Act as the primary escalation point for commercial and relationship matters.

• Support transformation initiatives and contribute to the development of knowledge sharing and best practices.

• Keep abreast of industry trends and competitive insights to guide client strategies.

• Maintain pipeline, opportunity, and contract data in Salesforce for forecasting and portfolio reporting purposes.

• Lead cross-functional teams to implement a unified Conduent operating model.

⛳️ Requirements

• Over 10 years of experience in Account Management, Client Partnerships, or leading enterprise client roles.

• Proven success in managing complex accounts end-to-end, including renewals, growth, and delivery performance.

• Strong communication skills with senior executives and internal cross-functional teams.

• In-depth understanding of service delivery models, operational governance, and client lifecycle management.

• Strategic problem-solving abilities and the capacity to provide value-added solutions.

• Competence in leading collaborative teams across service delivery, product, and operations.

• Familiarity with contractual terms, service level agreements, and commercial frameworks.

• Ability to deliver well-crafted business reviews and executive presentations.

• Bachelor's degree in Business or a related field.

• Willingness to travel as required to maintain client relationships and ensure an onsite presence.

• Capability to manage and meet metrics related to revenue retention, revenue growth, product expansion, profitability (CM/OM), client satisfaction (CSAT/NPS), RFP invitation rates, and team performance goals.

🏝️ Benefits

• Health and welfare benefits starting from day one.

• Retirement savings plans.

• Employee discounts on merchandise, services, travel, and more.

• Opportunities for career growth.

• Paid training.

• Paid time off.

• An award-winning work environment recognized for diversity and inclusion.

• Remote work options available.

• Comprehensive health insurance coverage.

• Optional dental and vision programs.

• Life and disability insurance.

• Paid holidays.

• Paid time off or vacation and/or sick days.

• Eligibility for bonuses or incentives based on business needs.