[Hiring] Client Manager - Alight Leave Solutions @Alight

Role Description

The Client Manager is recognized as a subject matter expert within Alight for Leave Solutions, the Account Manager, Leave Client Operations. 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.
• Anticipates client needs and operational issues and takes steps including root cause problem solving to ensure service and contractual obligations are met.
• Supports event-driven deliverables for assigned accounts including client surveys, Quarterly Business Reviews (QBRs), Annual Stewardship Meetings, and Renewals/RFPs.

Qualifications

• At least 3 years of direct Client/Broker Relationship management experience or advanced degree equivalent
• Strong operational, relationship building, and issue resolution skills
• Understanding of contracts, pricing and financial models
• Experience identifying and anticipating risk and implementing effective risk mitigation plans
• Ability to identify expansion opportunities
• Demonstrates industry experience in HR services/outsourcing, Business Management, Disability/absence, and/or Healthcare
• Travel 20-25%

Requirements

• 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
• Demonstrated drive to achieve results and takes responsibility for actions and decisions
• Adapts and recovers quickly from adversity and the unexpected
• Acts as a change agent; seeks out and tries new ideas for continuous improvement

Benefits

• Programs and plans for a healthy mind, body, wallet, and life
• Variety of health coverage options
• Wellbeing and support programs
• Retirement, vacation, and sick leave
• Maternity, paternity & adoption leave
• Continuing education and training
• Several voluntary benefit options