Director, Account Management - HCS

📌 Core Information

🔹 Job Title: Director, Account Management - HCS

🔹 Company: Conduent Human Resource Services, LLC

🔹 Location: United States

🔹 Job Type: Full-Time

🔹 Category: Human Capital Solutions

🔹 Date Posted: April 11, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: Remote OK

🚀 Job Overview

Key aspects of this role include:

• Leading strategic client relationships to ensure satisfaction, retention, and account growth
• Partnering with delivery teams to drive performance and oversee end-to-end execution of contracted services
• Building executive-level partnerships and serving as a trusted advisor to CHROs and client stakeholders
• Aligning internal delivery, operations, and technology teams to client-specific goals and outcomes
• Conducting quarterly business reviews and presenting key insights, value metrics, and roadmap progress
• Identifying and developing growth opportunities within existing accounts, including upsell and cross-sell strategies
• Managing contract renewals, pricing discussions, and change request processes
• Overseeing issue resolution, mitigation planning, and performance escalations
• Supporting transformation initiatives to optimize HR, payroll, benefits, and learning services
• Contributing to internal knowledge sharing and best practice development across the Account Management team
• Strategy focused by staying up-to-date on industry trends and competitor analysis to inform client strategies
• Collaborating closely with internal teams to deliver solutions that exceed client expectations

ASSUMPTION: This role requires a strategic mindset, strong leadership skills, and the ability to build and maintain strong client relationships. The ideal candidate will have experience in account management, preferably within the HR outsourcing or benefits administration industry.

📋 Key Responsibilities

✅ Leading strategic client relationships to ensure satisfaction, retention, and account growth

✅ Partnering with delivery teams to drive performance and oversee end-to-end execution of contracted services

✅ Building executive-level partnerships and serving as a trusted advisor to CHROs and client stakeholders

✅ Aligning internal delivery, operations, and technology teams to client-specific goals and outcomes

✅ Conducting quarterly business reviews and presenting key insights, value metrics, and roadmap progress

✅ Identifying and developing growth opportunities within existing accounts, including upsell and cross-sell strategies

✅ Managing contract renewals, pricing discussions, and change request processes

✅ Overseeing issue resolution, mitigation planning, and performance escalations

✅ Supporting transformation initiatives to optimize HR, payroll, benefits, and learning services

✅ Contributing to internal knowledge sharing and best practice development across the Account Management team

✅ Strategy focused by staying up-to-date on industry trends and competitor analysis to inform client strategies

✅ Collaborating closely with internal teams to deliver solutions that exceed client expectations

ASSUMPTION: The responsibilities listed above are not exhaustive and may vary based on the specific needs of the client and the organization. The ideal candidate will be able to adapt to changing priorities and take on additional responsibilities as needed.

🎯 Required Qualifications

Education: Bachelor's degree in Business, HR, or a related field (Master’s preferred)

Experience: 10+ years of experience managing enterprise client relationships within HR outsourcing, benefits administration, or related areas

Required Skills:

• Proven success in leading high-value, complex accounts and delivering measurable business results
• Effective communication with senior executives and internal cross-functional teams
• Understanding of HR processes, service delivery models, and the employee experience lifecycle
• Strategic thinking to solve problems and deliver value-added solutions
• Leadership of collaborative teams across service delivery, product, and operations
• Contractual terms, service level agreements, and operational governance
• Polished business reviews and executive presentations with confidence

Preferred Skills:

• Fluency in additional languages (Spanish, French, etc.)
• Experience working with global clients and teams

ASSUMPTION: The required qualifications listed above are the minimum requirements for this role. The ideal candidate will possess additional skills and experiences that make them well-suited for this position.

💰 Compensation & Benefits

Salary Range: $122,250 - $140,000 (estimated, based on industry standards for this role, experience level, and location)

Benefits:

• Health & Welfare Benefits: Comprehensive plans tailored to your needs, effective from day one
• Retirement Savings: Robust programs to help you secure your financial future
• Employee Discounts: Access to a wide range of discounts on merchandise, services, travel, and more
• Career Growth Opportunities: Paths for advancement within a global organization
• Paid Training: Learn while you earn with award-winning learning platforms
• Paid Time Off: Competitive PTO packages to help you recharge
• Great Work Environment: Join an award-winning culture that values diversity and inclusion

Working Hours: 40 hours per week, with flexibility for remote work

ASSUMPTION: The salary range provided is an estimate based on industry standards for this role, experience level, and location. The actual salary may vary based on the candidate's qualifications and the organization's internal compensation structure.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting

Company Size: 10,001+ employees

Founded: 2017

Company Description:

• Conduent delivers digital business solutions and services spanning the commercial, government and transportation spectrum – creating valuable outcomes for its clients and the millions of people who count on them
• Through a dedicated global team of approximately 55,000 associates, process expertise and advanced technologies, our solutions and services digitally transform our clients’ operations to enhance customer experiences, improve performance, increase efficiencies and reduce costs
• We drive progress in every process for our client including disbursing approximately $100 billion in government payments annually, enabling 2.3 billion customer service interactions annually, empowering millions of employees through HR services every year and processing nearly 13 million tolling transactions every day

Company Specialties:

• Business Process Solutions
• Healthcare
• Payments and Eligibility
• Transportation
• Customer Experience Management

Company Website: www.conduent.com

ASSUMPTION: Conduent is a large, global organization with a diverse range of clients and services. The ideal candidate will be comfortable working in a dynamic, fast-paced environment and have experience managing complex, enterprise-level accounts.

📊 Role Analysis

Career Level: Executive

Reporting Structure: This role reports directly to the Senior Vice President of Human Capital Solutions

Work Arrangement: Remote OK, with occasional on-site presence required for client meetings and internal team collaboration

Growth Opportunities:

• Potential to advance to a senior leadership role within the Human Capital Solutions division
• Opportunities to expand the scope of responsibilities based on performance and client needs

ASSUMPTION: The ideal candidate will be a strategic thinker with a proven track record of driving growth and delivering results in a dynamic, fast-paced environment. They will be comfortable working independently and collaborating with cross-functional teams to achieve shared goals.

🌍 Location & Work Environment

Office Type: Hybrid (remote work with occasional on-site presence required)

Office Location(s): United States (with flexibility for remote work)

Geographic Context:

• The United States offers a diverse range of cultural experiences, from bustling cities to rural communities
• The ideal candidate will be comfortable working in a remote or hybrid work environment and have experience managing client relationships across different time zones

Work Schedule: Flexible, with a focus on delivering results and meeting client needs

ASSUMPTION: The ideal candidate will be comfortable working in a remote or hybrid work environment and have experience managing client relationships across different time zones. They will be able to balance their personal and professional responsibilities effectively.

💼 Interview & Application Insights

Typical Process:

• Phone or video screening to assess communication skills and cultural fit
• In-depth behavioral interviews to evaluate problem-solving skills, leadership experience, and strategic thinking
• Case study or presentation to assess analytical skills and ability to develop and present strategic plans
• Final round interviews with senior leadership to discuss fit, expectations, and next steps

Key Assessment Areas:

• Strategic thinking and problem-solving skills
• Leadership and team management experience
• Communication and presentation skills
• Industry knowledge and understanding of HR processes

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare for behavioral interviews by reflecting on your past experiences and accomplishments
• Research the company and industry trends to demonstrate your knowledge and enthusiasm for the role
• Practice your presentation skills and be prepared to discuss your strategic approach to account management

ATS Keywords: Account Management, Client Relationships, Strategic Partnerships, HR Outsourcing, Benefits Administration, Executive Communication, Problem Solving, Team Leadership, Contract Management, Service Delivery, Business Reviews, Presentation Skills, Industry Trends, Collaboration, Growth Opportunities, Performance Management

ASSUMPTION: The interview process for this role may vary based on the specific needs of the client and the organization. The ideal candidate will be flexible and adaptable to different interview formats and assessment methods.

🛠️ Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint)
• Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics 365)
• Project management tools (e.g., Asana, Trello, Microsoft Project)
• Data analysis and visualization tools (e.g., Tableau, Power BI)
• Industry-specific software and platforms (e.g., HR outsourcing, benefits administration)

ASSUMPTION: The ideal candidate will have experience with the tools and technologies listed above and be comfortable learning and adapting to new tools as needed.

👔 Cultural Fit Considerations

Company Values:

• Integrity: We act with honesty and transparency in all our interactions
• Inclusion: We foster an inclusive environment where everyone feels valued and respected
• Accountability: We take ownership of our responsibilities and deliver on our commitments

Work Style:

• Collaborative: We work together to achieve shared goals and support each other's success
• Adaptable: We embrace change and continuously seek to improve our skills and processes
• Customer-focused: We prioritize the needs of our clients and strive to exceed their expectations

Self-Assessment Questions:

• How do you align with the company's values of integrity, inclusion, and accountability?
• Describe a time when you had to adapt to a significant change in your work environment or responsibilities. How did you handle it, and what was the outcome?
• How do you approach building and maintaining strong client relationships, especially when faced with challenges or setbacks?

ASSUMPTION: The ideal candidate will be able to demonstrate their alignment with the company's values and work style, and provide specific examples of their experiences and accomplishments that illustrate these qualities.

⚠️ Potential Challenges

• Managing client expectations and ensuring satisfaction in a dynamic and evolving market
• Balancing the needs of multiple stakeholders, including clients, internal teams, and senior leadership
• Adapting to changes in the organization's structure, priorities, or strategic direction
• Managing remote teams and maintaining productivity and engagement in a virtual work environment

ASSUMPTION: The ideal candidate will be able to identify and mitigate potential challenges, and have experience navigating complex and dynamic work environments.

📈 Similar Roles Comparison

• This role is unique in its focus on strategic account management within the Human Capital Solutions division of a large, global organization
• Compared to related roles in account management or client relationship management, this role requires a deeper understanding of HR processes, service delivery models, and the employee experience lifecycle
• Career path comparison: This role offers opportunities for advancement within the Human Capital Solutions division, as well as potential lateral moves to other divisions within the organization

ASSUMPTION: The ideal candidate will have experience in a related role and be able to articulate the unique aspects of this role and how it aligns with their career goals and aspirations.

📝 Sample Projects

• Developing and implementing a strategic account plan for a large, enterprise-level client, including targeted growth initiatives and risk mitigation strategies
• Conducting a comprehensive review of a client's HR processes and recommending optimization strategies to improve efficiency and effectiveness
• Leading a cross-functional team to deliver a complex HR transformation project, including stakeholder management, change management, and project management

ASSUMPTION: The ideal candidate will be able to provide specific examples of their past projects and accomplishments that demonstrate their ability to deliver results and drive growth in a complex, dynamic work environment.

❓ Key Questions to Ask During Interview

• Can you describe the company's approach to strategic account management and how this role fits into that strategy?
• How does the company support the professional development and growth of its account management team members?
• Can you provide an example of a time when the company successfully navigated a significant market change or challenge, and how the account management team contributed to that success?
• How does the company measure the performance and success of its account management team, and how does that align with the company's overall goals and objectives?
• What are the key priorities for this role in the first 90 days, and how does the company support new team members in achieving those priorities?

ASSUMPTION: The ideal candidate will be proactive and inquisitive, asking thoughtful questions that demonstrate their understanding of the role and their commitment to driving success.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare for behavioral interviews by reflecting on your past experiences and accomplishments
• Research the company and industry trends to demonstrate your knowledge and enthusiasm for the role
• Practice your presentation skills and be prepared to discuss your strategic approach to account management
• Follow up with the hiring manager within one week of submitting your application to express your interest and reiterate your qualifications

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.