Digital Engagement and Wellbeing Client Success Director- Virtual North America

Alight Solutions-posted 14 days ago
Full-time • Mid Level
Remote
5,001-10,000 employees
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In this role you will be responsible for overseeing Alight's wellbeing products for assigned clients. Your goal will be to drive ROI and measurable outcomes. This involves cultivating relationships with key decision makers in high-profile client organizations to effectively demonstrate value. The candidate will be a highly analytical, curious, project management-oriented, and proactive individual.

  • Ensuring best practice adherence and driving solution implementation and enhancement. This involves staying updated on industry trends and implementing effective strategies to support employee engagement and wellbeing.
  • Leading client presentations about product offerings, answering client feedback and questions, and championing enhancement opportunities where appropriate.
  • Using data, insights and recommendations to lead ongoing client conversations.
  • Driving the highest value for clients, measured by client specific key performance indicators (KPIs).
  • Developing promotions and competitions for designated accounts to increase engagement in wellbeing programs according to client agreements.
  • Performing analytical reviews of client results.
  • Developing strategic recommendations and action plans aligned with client’s business priorities.
  • Leading webinars, maintaining case study decks, and contributing to the wellbeing toolkit.
  • Providing oversight of the implementation process for assigned accounts and serving as an expert on all Alight Worklife engagement and wellbeing solutions ensuring alignment of best practices and Alight's point of view for solution adoption.
  • Driving customer success through remaining agile, working with teams across the business that are project management focused, deepening client relationships, providing analysis where appropriate, and serving as a subject matter expert (SME) within health and finance domains.
  • Using customer success metrics to drive continued value and growth within the business, where opportunities are realized through demonstrated work products and continued account expansion opportunities.
  • Serving as key point of contact for client communications and relationships where main responsibilities will be ability to drive long term value, sustain the client relationship, and increase on-going revenue and client satisfaction.
  • Have Industry experience in wellbeing, health, wealth, health technology, or Human Capital Management (HCM). This should be with specific focus on product optimization, product opportunity identification and overall product management.
  • Experience at a digital healthcare, wellbeing or health consulting firm working within digital engagement platforms.
  • Have experience in revenue-focused roles. The proper candidate should be able to use KPI and ROI metrics to assess success and performance.
  • Demonstrate comfort in helping persuade, influence, and negotiate with key stakeholders to drive long-term business success. This includes consulting perspectives to internal initiatives and contributes to an agile team.
  • Experience in opportunity and solutions identification to drive the highest revenue for the business.
  • Model exceptional verbal and written communication skills.
  • Demonstrate success in team environments while also delivering value independently.
  • Experience in analytics, project management, and consulting.
  • Be technically savvy with key experience in data visualization tools. Including (Tableau, Power BI, etc.), Microsoft products (Azure Devops, Outlook, PowerPoint), Atlassian/JIRA, and cloud-based technologies, Salesforce.
  • Have 10+ years’ experience in customer satisfaction or customer success roles. This should be with proven ability to drive value and results by exceeding customer success metrics.
  • Master or Bachelor of Science/Arts in Communications/English, Finance, Business/Business Management, Marketing, Finance or Healthcare.
  • 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.
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