Client Manager - Alight Leave Solutions

Overview

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 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.

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The Client Manager is recognized as a subject matter expert within Alight for Leave Solutions, the Account Manager, Leave Client Operations. It 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. 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 and 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…