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Customer Success Executive

2 months ago

Des Moines, United States Alight Full time

Are you passionate about building relationships and ensuring company success?Do you love collaborating across teams to deliver customer success?

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. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. 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.

About the Role

The Client Success Executive will be accountable for the overall management of their book of business. They are responsible for strategic direction of assigned clients, client satisfaction, retention, and engagement of Alight products. Develop relationships with key decision makers within existing clients to successfully show value.

Responsibilities

Guiding clients, by recommending and executing best practices for products. Seamlessly interface, while gaining trust of individuals at all levels of client organization.

Leading the renewal strategy development, packaging, presentation, and negotiation activities to retain clients. Responsible for leading the pre-renewal internal strategy meetings on behalf of Navigation. Identify issues, needs, opportunities, threats, and alternatives to be proposed. Partner with other enterprise leaders on renewal strategies for clients with multiple products.

Working collaboratively with the Client Success Manager to ensure the day-to-day relationship management activities. Additionally, they are responsible for ensuring product progresses on schedule and with prescribed standards.

Establishing and/improving positive strategic relationships with client team and executives where applicable. Own development and execution of strategic client business cases and reporting delivery to clients and broker/consultant partners.

Providing development, execution, and problem solving to define solutions to increase and/or maintain engagement rates in Products.

Assisting leadership in mentoring team members to ensure best practices are followed by other Client Facing associates. Leverage others and acting as a leader in all interaction with team members and other enterprise associates.

Managing client concerns by coordinating involvement of internal resources to maintain satisfaction, retention, and client performance goals. Provide creative solutions to client problems that support ROI/VOI/performance-based initiatives. Identify areas for process improvement and leverage Client Success leadership to execute

Conducting formal review meetings with clients to review performance. Additionally, identify and solve any Client concerns,and discuss opportunities and new ideas

Assisting in the new business process to help scope and estimate work for existing and future clients. Partner with Strategic Account Executive (if assigned) to accomplish this

Requirements

5+ years of success in account management/client success within either a carrier, consulting/brokerage firm or healthcare vendor.

Demonstrate successful track record managing mid-to-large (5,000+ lives) employer accounts.

Display ability to understand and develop financial projections/PandL, as we l as other performance metrics

Possess solid organizational, management, administrative and human relations skills.

Have exceptional negotiation and leveraging skills. Must be persuasive and tactful when negotiating and dealing with consultants/brokers, team members, peers, and superiors.

Demonstrate success meeting goals/targets and managing a complex book of business.

Possess ability to facilitate and guide strategic planning discussion to help the client define key objectives.

Able to listen, inquire, clarify, and translate strategic discussion into a concise, measurable plan of action.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

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 and adoption leave, continuing education and training as well as a number of voluntary benefit options. By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable