Client Manager - Alight Leave Solutions

Alight • Wyoming, NV

1d

About The Position

The Client Manager is recognized as a subject matter expert within Alight for Leave Solutions, the Account Manager, Leave Client Operations. Is the primary point of contact for all assigned Leave Solutions Clients. This role is customer facing and is directly accountable for the day-to-day operational support and management of the client relationship. Delivers tactical operational support including client status calls, reporting requests, client escalations, billing processing, pre/post-production testing, Standards and Service Review (SSR) and Change Request order (CRO) submission and follow up, and defect management activities for assigned clients to ensure client service needs are met and delivered with excellence.
The ideal candidate has proven expertise in a proactive, client-facing role is required. The successful Client Manager is both proactive and responsive and leverages deep Disability and Leave expertise to ensure assigned clients receive exceptional service. Anticipates client needs and operational issues and takes steps including root cause problem solving to ensure service and contractual obligations are met. Will also support event-driven deliverables for their assigned accounts as needed including client surveys, Quarterly Business Reviews (QBRs), Annual Stewardship Meetings, and Renewals/RFPs with support from leadership and specialty resources across the business.

Requirements

• Have at least 3 years of direct Client/Broker Relationship management experience or advanced degree equivalent
• Possess strong operational, relationship building, and issue resolution skills
• Understanding of contracts, pricing and financial models
• Have experience identifying and anticipating risk and implementing effective risk mitigation plans
• Have ability to identify expansion opportunities
• Demonstrates industry experience in HR services / outsourcing, Business Management, Disability / absence, and/or Healthcare
• Travel 20-25%

Responsibilities

• Leverages deep Absence and Disability domain expertise to resolve complex Claim issues including escalations and client inquiries
• Develops and maintains expertise in all Alight products and services, and can convey value of the One Alight service model to clients
• Instills customer confidence and deepens brand strength through comprehensive domain knowledge
• Demonstrates a deep understanding of the client’s business requirements and takes a proactive approach to support successful client outcomes
• Demonstrates comprehensive solution expertise and consults with clients on how to best leverage Alight’s solutions to achieve desired business outcomes
• Provides technical expertise to support internal and client Delivery needs such as pre/post-production testing, SSRs/CROs, and defect management
• Provides timely, proactive status updates to internal and external stakeholders with a high degree of consistency and accuracy
• Proven ability to ask provocative questions to uncover & understand root cause of customer issues
• Effectively manages client escalations to accelerate issue resolution and mitigate retention risk
• Collaborates with cross-functional internal teams and external key stakeholders as appropriate to identify themes and trends in Service Delivery/Claims
• Demonstrated drive to achieve results
• Takes responsibility for actions and decisions, and is focused on solutions vs setbacks or obstacles
• Adapts and recovers quickly from adversity and the unexpected
• Exemplifies a “renewal every day” mindset, recognizing that every interaction represents and opportunity to win and maintain the Clients’ business
• Adapts to changing conditions and proactively learns and applies new skills, methods, and behaviors
• Ability to shift quickly to meet client/business demands while displaying confidence, engagement, and leadership
• Acts as a change agent; Seeks out and tries new ideas for continuous improvement
• Organizes, hosts, attends and/or contributes to cross departmental and client/broker meetings as needed
• Travel to attend internal meetings, client meetings, and industry conferences/meetings as needed
• Development and execution of proactive risk management plans/interventions

Benefits

• With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
• We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person.
• Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.
• We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed