Conduent Director, Account Manager - Aerospace & Defense in Lynnfield, Massachusetts

Director, Account Manager - Aerospace & Defense


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at at .

Location: Lynnfield, Mass.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Key Responsibilities

  • Delivers exceptional service to our Aerospace and Defense Market clients; successfully advocates for client needs with the internal Conduent community

  • Manage global profit and loss (P&L) responsibility for a Fortune 500 in the Aerospace and Defense sector. Including revenue forecasting, budgeting and margin (OP) improvement

  • Create and maintain 3-year account strategic plans including financial plans and go-to-market strategies that leverage global delivery capabilities, solutions and offerings that lead to growth of the services portfolios

  • Assist in managing or directly manage delivery team of customer care and/or digital transaction processing services for client

  • Build strong client relationships, anticipate needs, and represent the full Conduent services portfolio to clients

  • Ability to build relationships and work at very senior executive levels/ C-suite

  • Actively visit client offices, foster relationships, manage communications and regular monthly and quarterly business reviews, walk the halls of customer locations evaluating opportunities to grow our business with the client

  • Coordinate with account sales team with focus on winning new business within an account

  • Accountable for planning activities including conducting SWOT analysis, evaluating resource requirements, and planning for stakeholder engagement

  • Responsible for developing and managing the strategic account plan

  • Participate in end-to-end sales process from lead generation through deal approval

  • Design of multiple capability solution proposals

  • Improve and maintain customer satisfaction through timely resolution of issues and communicate customer satisfaction results with the firm

  • Review operational results regularly and take necessary actions to meet and exceed contract service requirements, budgeted P&L, OP, and sales quotas

  • Be the “face of Conduent” to our customer and an escalation point for customers to our service delivery teams

  • Manage client objectives within a partially matrixed model; developing strong relationships with service delivery leaders inside and outside your department


  • Strong Industry and Account expertise building strong relationships with C level operations executives

  • Leadership in client service; adept at managing client relationships and client satisfaction

  • Strong relationship building and selling ability

  • Client focused leader with a high level of credibility

  • Experience with matrix management leading through influence

  • Strong sponsorship internally with service delivery and with corporate leaders

  • Operations and P&L management experience managing up to $25M

  • Potential for 25% travel depending on client needs

  • Strong teaming and collaboration skills/behavior

Key Metrics

  • Revenue growth

  • Profit growth

  • Margin improvement

  • Contract service level adherence

Experience Required

  • Externally recognized as an Industry and account expert and considered a thought leader

  • A minimum of 7-10 years of demonstrated experience leading and managing large accounts within the Aerospace and Defense industry, preferably with the last 3-5 years

  • Account P&L responsibility

  • Excellent long-term client management experience

  • An excellent reputation of partnering with internal constituents, partners and other service providers

  • A proven track record of managing an Account team and revenue pipeline and a track record of structuring solutions that meet financial objectives

  • A track record of achieving aggressive business and operational goals within a matrix environment

  • Strong organizational skills; the ability to create an effective strategy; the passion to direct, organize, prioritize, and motivate a team around that strategy and vision

  • A demonstrated open, collaborative leadership style; capable of inspiring a team despite the changing opportunities dictated by the client environment, the services industry, and from within

  • Position requires experience with US and international based executives and managers

  • Strong customer references; a successful record of managing and enhancing client relationships

  • As with all BPO work, strong technical knowledge and computer skills will be advantageous

  • Strong and established network with the target industry


  • An undergraduate degree or higher is preferred, MBA would be helpful but not necessary

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Large Deal Acquisition

Primary Location United States-Massachusetts-Lynnfield

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18033320