[Hiring] Client Executive Lead @Alight

Role Description

The Client Executive Lead is accountable for ongoing service delivery across a group of Alight's largest, most complex clients. The Client Executive Lead ensures timely execution of ongoing client deliverables, as well as develops solutions to complex problems across multiple domains and clients.

• Responsible for driving operational health, reducing total cost to serve, exceeding in-year revenue targets, improving Net Promoter Score, minimizing Error & Omissions and SLA misses, plus drive integration across all of Delivery.
• Overall business performance accountability for their portfolio of clients.
• Expected to partner with Sales and Strategic Account Executives on strategic planning, client satisfaction, relationship health, contractual adherence, revenue retention, and exceeding in-year revenue targets.
• People management responsibilities as part of the role.

Responsibilities

• Partners directly with Sales Executives or Strategic Account Executives to close new opportunities in relation to a change in solutions scope.
• Partners with the Sales Executive and Strategic Account Executive to reduce total cost to service by identifying opportunities to reduce demand, improve delivery model cost, drive efficiency, leverage and or scale.
• Collaborates with Renewal Executives to prepare renewal, including ensuring customers are aware of deadlines, discussing alternative and/or additional product/solution fits, and gauging pulse of key stakeholders and decision-makers to expand or upsell current solutions offerings.
• Determines and aligns with customer on ideal configuration of products and services, supports preparation of proposal, and collaborates with pricing team to align on quote/price.
• Provides renewal product delivery expertise to client and answers any follow up questions; identifies areas to expand scope.
• Own cross solution integration and provide a single point of accountability and client team performance across Delivery.
• Manages a team or will act independently to manage a portfolio of our most complex and largest client accounts with responsibility for a number of client teams.
• Understands client business needs and uses this knowledge to identify new revenue growth, upsell, and cross-sell opportunities.
• Own operational readiness of a new customer and/or service/domain.
• Leads products and solutions audit, analyzes and actions to eliminate errors and omissions.
• Leads the service recovery process, develops improvement plans, and go to green plans for Delivery.
• Partner with domain specific solution leaders to drive operational results, overcome client specific challenges, and ensure best in class delivery from each domain.
• Manage/improve key metrics to agreed upon service levels – including annual improvement targets and Increase Net Promoter Score.
• Works with customer-side stakeholders to ensure immediate satisfaction, develop understanding of ongoing customer needs, and identifies improvement opportunities.
• Leads the execution of consistent cadence of checks-in with customer and delivery teams to ensure satisfaction with products and services and identifies areas for Alight to improve.
• Provides continuous ongoing customer support in service in relation to satisfaction, and solution performance improvement.
• Manages client and stakeholder expectations and demonstrates value without compromising quality.
• Manages in-year revenue growth for aligned accounts with particular focus on project work and upselling existing scope.
• Partners with Sales Executive and Strategic Account Executive on new service extension and expansion.
• Understands the client business model and aligns those strategic objectives to Alight products and offerings, and drive profitable pricing of said products, projects, and offerings.
• Performs financial modeling (i.e. price a CR) to craft contracts/SOWs/CRs and deliver value assessments.
• Communicates financials with executive stakeholders - internal or external (i.e. deal reviews, CR conversations, renewals, etc.).
• Helps to contain costs and preserve contract margins (i.e. manage SLAs to passing marks, negotiate away E&Os).

Qualifications

• 7+ years of equivalent experience in a Customer Success/Account Management role.
• Serve as a people manager for a team of Client Executives supporting assigned colleagues in all areas, including engagement, development, performance management, and retention.
• Partner with other unit managers within Client Services to drive learning and development for all delivery executives.
• Be ultimately accountable for the portfolio of clients managed by the team of Client Executives in all areas noted above.
• Lead ad-hoc internal projects for the Client Services group, as needed.
• A minimum of 3 years of people management experience is preferred but not required.
• Possesses significant related HR, Benefits, Payroll or Talent related experience with ability to quickly understand Alight Solution model and ongoing operations.
• External client exposure/consulting experience - experience with concepts in business-to-business and/or experience of daily dials, appointment setting, and opportunity generation accountability.
• Proficient understanding of contracts and ability to use them to guide changes or modifications to existing agreed upon services or provisions.
• Strong understanding of a client Profit and Loss statement and business unit level financials.
• Advanced knowledge and understanding of best practices and service delivery models.
• Experience collaborating effectively in a team environment and accountability for team results.
• Strong written and verbal communication, presentation, facilitation and consultative skills.
• Applies professional principles and business judgment to solve unique problems or to develop new procedures, process and products.
• Ability to lead and thrive in a fast paced environment while managing multiple tasks with urgency and setting priorities for aligned teams.
• Ability to comprehend new software features and functionality to position appropriately for client consumption and future adoption.
• Ability to network at all levels of an organization and manage by influence, both internally and externally.

Requirements

• Background check consistent with Alight’s employment policies.
• All virtual interviews to be conducted on video.
• Camera-on culture and may require occasional travel to one of our physical office locations.

Benefits

• Comprehensive total rewards package.
• Health, dental and vision coverages starting Day One.
• Wellbeing programs.
• Retirement plans with contribution matching.
• Generous time off.
• Parental leave.
• Continuing education and career growth opportunities.