[Hiring] Director, Client Partner - Commercial Accounts @Conduent Business Services, LLC

Role Description

The Director, Client Partner, is responsible for managing and growing assigned commercial accounts by serving as a trusted advisor and strategic partner. This role combines account management and client partnership responsibilities to drive client satisfaction, retention, and revenue growth while partnering closely with internal delivery, sales, and solution teams to ensure seamless execution and measurable business outcomes.

This role also carries full accountability for forecast accuracy, profitability management, contract compliance, and billing health, ensuring commercial commitments are achieved and risks are identified early.

Responsibilities

• Leading strategic client partnerships while owning end-to-end account management, including satisfaction, retention, and revenue growth.
• Serving as the primary relationship owner and trusted advisor to senior client stakeholders.
• Driving account strategy, renewal planning, and expansion opportunities across assigned portfolios.
• Building and executing formal account plans, including growth roadmaps, forecast assumptions, and executive communication alignment.
• Maintaining consistent, proactive executive-level engagement (DR+ cadence) with client leadership to drive alignment and early issue identification.
• Partnering with Delivery to drive performance and oversee execution of contracted services.
• Aligning internal delivery, operations, product, and technology teams to client goals and outcomes.
• Partnering with Delivery on implementations and onboarding to ensure successful transitions, outcome realization, and client satisfaction during early-life governance.
• Ensuring contractual obligations, SLA commitments, and compliance with approved commercial/LOB templates are maintained.
• Conducting quarterly business reviews and presenting business performance, value metrics, and roadmap progress.
• Leading the governance cadence for the account, including VOC intake and action planning, financial reviews, and executive-level strategy discussions.
• Identifying and developing growth opportunities within existing accounts, including upsell and cross-sell strategies.
• Managing contract renewals, pricing discussions, and change request processes.
• Supporting account-specific RFPs, including solution alignment, commercial scoping, and coordination with Sales and Pricing teams.
• Owning account profitability (CM/OM), monitoring billing accuracy, and ensuring timely payment resolution in partnership with Finance.
• Overseeing issue resolution, mitigation planning, and performance escalations.
• Serving as the primary commercial and relationship escalation point, working with Delivery to triage and resolve operational issues.
• Supporting transformation initiatives to optimize service delivery and client outcomes.
• Contributing to internal knowledge sharing and best practice development across Client Partner and Account Management teams.
• Staying current on industry trends and competitive insights to inform client strategies.
• Collaborating closely with internal teams (Sales, Marketing, Product, Operations, Delivery) to deliver solutions that exceed client expectations.
• Owning pipeline, opportunity, and contract data in Salesforce to ensure accurate forecasting and portfolio health reporting.
• Leading and influencing multidisciplinary teams (e.g., Best Teams, Delivery, Sales Enablement, Product) to create a "One Conduent" operating model.

Qualifications

• 10+ years of experience in Account Management, Client Partnership, or enterprise client leadership roles.
• Demonstrated 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 thinking to solve problems and deliver value-added solutions.
• Ability to lead collaborative teams across service delivery, product, and operations.
• Navigation of contractual terms, service level agreements, and commercial frameworks.
• Delivery of polished business reviews and executive presentations with confidence.
• Bachelor's degree in Business or a related field.
• Willingness to travel as needed to maintain strong client relationships and onsite presence.
• Ownership and delivery against key performance metrics including revenue retention, revenue growth, product expansion, profitability (CM/OM), client satisfaction (CSAT/NPS), RFP invitation rate, and team goal achievement.

Benefits

• Health and Welfare Benefits tailored to fit your and your family's needs, effective from day one.
• Retirement Savings with supportive plans to help you secure your financial future.
• Employee Discounts on merchandise, services, travel, and more.
• Career Growth Opportunities within a global company.
• Paid Training with access to award-winning learning platforms.
• Paid Time Off designed to help you enjoy your life outside of work.
• A great work environment recognized for diversity and inclusion efforts.