Client Executive Lead - Virtual

Alight•Virtual, IL

4d•$175,000 - $190,000•Remote

About The Position

The Client Executive Lead is accountable for ongoing service delivery across a portfolio of Alight’s largest and most complex clients. The role ensures timely execution of client deliverables, develops solutions to complex problems across domains and clients, and holds overall business-performance accountability for the portfolio. The position focuses on operational health, cost to serve, in-year revenue, Net Promoter Score, error and omission reduction, service-level performance, and integration across Delivery. It partners with Sales and Strategic Account Executives on strategic planning, client satisfaction, relationship health, contractual adherence, revenue retention, and revenue growth. The role also includes people management responsibilities. The Client Executive Lead manages or independently oversees complex client accounts and teams, drives cross-solution integration, supports renewals and new opportunities, identifies growth and efficiency opportunities, and works with customers and internal partners to improve service performance. Financial responsibilities include revenue growth, profitable pricing, financial modeling, contract and statement-of-work development, communicating financials, and protecting contract margins.

Requirements

At least 7 years of equivalent experience in a Customer Success or Account Management role.
Significant related experience in HR, Benefits, Payroll, or Talent, with the ability to quickly understand Alight’s solution model and operations.
External client exposure or consulting experience, including business-to-business concepts or accountability for activities such as daily calls, appointment setting, and opportunity generation.
Proficient understanding of contracts and how to use them to guide changes or modifications to agreed services or provisions.
Strong understanding of client profit-and-loss statements and business-unit financials.
Advanced knowledge of best practices and service-delivery models.
Experience collaborating effectively in a team environment and being accountable for team results.
Strong written and verbal communication, presentation, facilitation, and consultative skills.
Ability to apply professional principles and business judgment to solve unique problems or develop procedures, processes, and products.
Ability to lead and thrive in a fast-paced environment, manage multiple urgent tasks, and set priorities for aligned teams.
Ability to understand new software features and functionality and position them appropriately for client adoption.
Ability to network at all organizational levels and manage by influence internally and externally.

Nice To Haves

At least 3 years of people-management experience; preferred but not required.

Responsibilities

Partner with Sales Executives or Strategic Account Executives to close new opportunities related to changes in solution scope.
Identify opportunities to reduce demand and cost to serve, improve delivery-model costs, and drive efficiency, leverage, or scale.
Collaborate with Renewal Executives to prepare renewals, communicate deadlines, discuss alternative or additional product and solution fits, assess stakeholder sentiment, and identify expansion or upsell opportunities.
Determine product and service configurations with customers, support proposal preparation, and collaborate with pricing teams on quotes and pricing.
Provide product-delivery expertise during renewals, answer client questions, and identify opportunities to expand scope.
Own cross-solution integration and provide single-point accountability for client teams and performance across Delivery.
Manage a team or independently manage a portfolio of the largest and most complex client accounts and associated client teams.
Understand client business needs and identify revenue growth, upsell, and cross-sell opportunities.
Own operational readiness for new customers or services/domains.
Lead product and solution audits and take action to eliminate errors and omissions.
Lead service recovery, develop improvement plans, and create go-to-green plans for Delivery.
Partner with domain-specific solution leaders to drive operational results, address client challenges, and ensure strong delivery across domains.
Manage and improve performance against agreed service levels and annual improvement targets, including increasing Net Promoter Score.
Work with customer stakeholders to support immediate satisfaction, understand ongoing needs, and identify improvement opportunities.
Lead regular check-ins with customers and delivery teams to assess satisfaction and identify improvements to Alight products and services.
Provide ongoing customer support related to satisfaction and solution-performance improvement.
Manage client and stakeholder expectations and demonstrate value without compromising quality.
Manage in-year revenue growth for assigned accounts, with particular focus on project work and upselling existing scope.
Partner with Sales Executives and Strategic Account Executives on new service extensions and expansions.
Understand client business models, align their strategic objectives with Alight offerings, and drive profitable pricing for products, projects, and services.
Perform financial modeling, such as pricing change requests, and develop contracts, statements of work, change requests, and value assessments.
Communicate financial information to internal and external executive stakeholders, including in deal reviews, change-request discussions, and renewals.
Contain costs and preserve contract margins, including managing service levels and negotiating error-and-omission matters.
Manage a team of Client Executives, supporting engagement, development, performance management, and retention.
Partner with other Client Services unit managers to drive learning and development for delivery executives.
Be accountable for the client portfolio managed by the Client Executive team.
Lead ad hoc internal projects for the Client Services group as needed.