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Alight Solutions · 1 day ago

Senior Manager, Client Management

Indiana, United States

Full-time

Hybrid

Mid, Senior Level

$126K/yr - $140K/yr

5+ years exp

Alight Solutions is a company that champions people and helps them grow with purpose. The Senior Manager, Client Management, is responsible for the overall strategy, management, and retention of a complex book of business, focusing on developing strategic relationships with clients and maximizing their value from Alight’s solutions.

ConsultingEmployee BenefitsFinanceHuman ResourcesSoftware

No H1B

Responsibilities

Developing and building meaningful and trusted relationships across internal teams, customer stakeholders, and key influential third-party stakeholders, particularly broker consultants

Working closely with the Solutions Delivery team post-sale to ensure a smooth transition from Implementation to Service. Advocating to ensure business readiness and client success

Persuading, motivating, and inspiring action toward desired outcomes. Collaborating cross-functionally to optimize product, service, and delivery outcomes to ensure overall client success and retention

Acting as an advocate and connector of capabilities, support, and/or services for clients. Advocating internally and facilitating the involvement of Sales, Delivery, Product, Engineering and other functions to achieve common goals for the client and Alight Solutions

Consulting with clients regularly on best practices to increase product adoption and utilization and to maximize value across the client’s solution suite. Proactively solicits Voice of the Client feedback and leverages this feedback to drive process improvement and solution innovation

Owning the Account Health strategy for assigned client accounts. Proactively monitoring and identifying client retention risk. Designing and executing success plans to resolve issues and mitigate risk

Strategizing, preparing, and conducting Quarterly and Annual Client Business Reviews. Tailoring content for client-focused discussions and aligning value-driven messaging with client-specific goals and outcomes

Informing clients of changes in legislation that affect disability, workers compensation and FMLA management. Analyzing client data and usage patterns to identify at-risk clients; Develop Success Plans to mitigate risk

Acting as a change agent and seeking out and pursuing new ideas for continuous improvement

Leading the renewal strategy for assigned book of business. Effectively executing year-round proactive client engagement strategies that promote customer success and retention and leads the renewals strategy for clients in renewal/RFP cycles. Collaborating cross-functionally across the enterprise to ensure a holistic approach and effective execution throughout the renewal cycle

Qualification

Client Relationship ManagementAnalytical SkillsNegotiation SkillsHR Services ExperienceFinancial AcumenIssue Resolution SkillsExecutive PresenceCommunication SkillsTeam Collaboration

Required

5 years of direct Client/Broker Relationship management experience or advanced degree equivalent

Have excellent communication, relationship development, negotiation, and issue resolution skills with C-Suite Executives and Key Client/Broker contacts

Display compelling analytical skills with the ability to translate data into actionable insights

Have experience managing pricing and financial models

Possess ability to partner with the Sales/Commercial Team to identify expansion opportunities

Have experience leading innovative and effective client engagement strategies focused on client satisfaction, retention, and expansion

Have experience in HR services, business management, disability/absence, and healthcare

Exhibit professional communication skills, business and financial acumen, and an executive presence

Be able to travel to attend internal meetings, client meetings, and industry conferences/meetings as needed