Director, Client Partner – Commercial Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Act as the primary relationship owner and a trusted advisor to senior stakeholders of the client.

• Drive the strategy for accounts, planning for renewals, and identifying expansion opportunities.

• Create and implement account plans that include growth roadmaps, forecasting assumptions, and alignment of executive communications.

• Maintain proactive engagement at the executive level with client leadership.

• Collaborate with Delivery to ensure the execution of contracted services.

• Align delivery, operations, product, and technology teams to meet client objectives.

• Support onboarding and implementation to guarantee successful transitions and client satisfaction.

• Ensure compliance with contractual obligations, SLA commitments, and approved commercial templates.

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

• Lead account governance, voice of the customer intake, action planning, financial reviews, and strategic discussions with executives.

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

• Manage contract renewals, pricing negotiations, and requests for changes.

• Assist with account-specific RFPs, ensuring alignment of solutions and commercial scopes.

• Take ownership of account profitability, monitor billing accuracy, and resolve payment issues in collaboration with Finance.

• Oversee issue resolution, mitigation strategies, and performance escalations.

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

• Support transformation initiatives aimed at optimizing service delivery and improving client outcomes.

• Contribute to sharing knowledge and developing best practices.

• Keep track of industry trends and competitive insights.

• Collaborate with Sales, Marketing, Product, Operations, and Delivery teams.

• Maintain pipeline, opportunity, and contract data in Salesforce to assist with forecasting and portfolio reporting.

• Lead multidisciplinary teams within a “One Conduent” operating model.

⛳️ Requirements

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

• Proven success in managing complex accounts throughout their lifecycle, including renewals, growth, and delivery performance.

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

• Knowledge of service delivery models, operational governance, and the client lifecycle.

• Ability to strategically solve problems and deliver value-added solutions.

• Capability to lead collaborative teams spanning service delivery, product, and operations.

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

• Proficiency in delivering polished business reviews and executive presentations.

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

• Willingness to travel as necessary to foster client relationships and maintain an onsite presence.

• Proven track record of owning and achieving metrics related to revenue retention, growth, product expansion, profitability (CM/OM), client satisfaction (CSAT/NPS), RFP invitation rates, and team goal achievements.

🏝️ Benefits

• Health and Welfare Benefits effective from day one.

• Retirement savings plans.

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

• Opportunities for career advancement.

• Paid training programs.

• Paid time off.

• A supportive work environment recognized for its diversity and inclusion efforts.

• Comprehensive health insurance coverage.

• Optional dental and vision programs.

• Life and disability insurance options.

• Paid holidays.

• PTO or vacation and/or sick time.

• Eligibility for bonuses or incentives based on business needs.