Job Information
Alight Client Manager - Alight Leave Solutions-R-36484 in Jackson, Mississippi
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 callingofimproving lives.
Be Alight-act with integrity, be real and empower others.
It'swhywe'reso driven to connect passion with purpose.Alight helps clients gaina benefitsadvantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absencemanagementand 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 atcareers.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 consis ency 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 canbeyour 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 yearsin a row.
Benefits
We offer programs and plans for a healthy mind, body,walletand life becauseit'simportantour 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, continuingeducationand training as well asseveralvoluntary benefit options.
By applying for a position with Alight, you understand that, should you bemadean 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
Wecelebrate differences and believe in fostering an environmen