Senior Manager, Client Management

Alight Solutions-posted 6 days ago
Full-time • Mid Level
5,001-10,000 employees
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Come make a difference and consider this unique opportunity to step into a rewarding career. Amazing Opportunity and Great Place to Work! Our story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. 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. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. The Role The Senior Manager, Client Management, is accountable for the overall strategy, management, and retention of a high revenue, highly complex assigned book of business. The Senior Manager is accountable for developing and maintaining strategic meaningful relationships with clients and brokers and for maximizing the value clients derive from Alight’s products and solutions.

  • Developing and building meaningful and trusted relationships across internal teams, customer stakeholders, and key influential third-party stakeholders, particularly broker consultants.
  • Working closely with the Solutions Delivery team post-sale to ensure a smooth transition from Implementation to Service.
  • Advocating to ensure business readiness and client success.
  • Persuading, motivating, and inspiring action toward desired outcomes.
  • Collaborating cross-functionally to optimize product, service, and delivery outcomes to ensure overall client success and retention.
  • Acting as an advocate and connector of capabilities, support, and/or services for clients.
  • Advocating internally and facilitating the involvement of Sales, Delivery, Product, Engineering and other functions to achieve common goals for the client and Alight Solutions.
  • Consulting with clients regularly on best practices to increase product adoption and utilization and to maximize value across the client’s solution suite.
  • Proactively solicits Voice of the Client feedback and leverages this feedback to drive process improvement and solution innovation.
  • Owning the Account Health strategy for assigned client accounts.
  • Proactively monitoring and identifying client retention risk.
  • Designing and executing success plans to resolve issues and mitigate risk.
  • Strategizing, preparing, and conducting Quarterly and Annual Client Business Reviews.
  • Tailoring content for client-focused discussions and aligning value-driven messaging with client-specific goals and outcomes.
  • Informing clients of changes in legislation that affect disability, workers compensation and FMLA management.
  • Analyzing client data and usage patterns to identify at-risk clients; Develop Success Plans to mitigate risk.
  • Acting as a change agent and seeking out and pursuing new ideas for continuous improvement.
  • Leading the renewal strategy for assigned book of business.
  • Effectively executing year-round proactive client engagement strategies that promote customer success and retention and leads the renewals strategy for clients in renewal/RFP cycles.
  • Collaborating cross-functionally across the enterprise to ensure a holistic approach and effective execution throughout the renewal cycle.
  • 5 years of direct Client/Broker Relationship management experience or advanced degree equivalent.
  • Have excellent communication, relationship development, negotiation, and issue resolution skills with C-Suite Executives and Key Client/Broker contacts.
  • Display compelling analytical skills with the ability to translate data into actionable insights.
  • Have experience managing pricing and financial models.
  • Possess ability to partner with the Sales/Commercial Team to identify expansion opportunities.
  • Have experience leading innovative and effective client engagement strategies focused on client satisfaction, retention, and expansion.
  • Have experience in HR services, business management, disability/absence, and healthcare.
  • Exhibit professional communication skills, business and financial acumen, and an executive presence.
  • Be able to travel to attend internal meetings, client meetings, and industry conferences/meetings as needed.
  • Alight requires all virtual interviews to be conducted on video.
  • 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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