Customer Success Manager
4 weeks ago
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/or 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.
- 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/P&L, as well 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.
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.
BenefitsWe 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 a number of voluntary benefit options.
Our Commitment to Diversity and InclusionAlight 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.
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, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.
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