Do you have experience delivering enterprise products and services in a high-growth environment?
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.
About the Role
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.
ESSENTIAL FUNCTIONS:
Domain Expertise
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
Solution / Technical Expertise
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
Critical Thinking
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
Resiliency & Adaptability
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
Capacity for Change (Agility)
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
OTHER DUTIES:
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
QUALIFICATIONS:
- 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%
Alight requires all virtual interviews to be conducted on video.
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 & adoption leave, continuing education and training as well as several 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 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.
As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].
Equal Opportunity 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 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 accommodation/modification by contacting their recruiter.
Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Salary Pay Range
Minimum :
68,000.00 USDMaximum :
70,000.00 USDPay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight
DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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