Client Manager – Alight Leave Solutions

Role Overview

• The Client Manager is recognized as a subject matter expert within Alight for Leave Solutions
• 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
• Leveraging deep Absence and Disability domain expertise to resolve complex claim issues including escalations and client inquiries
• Developing and maintaining expertise in all Alight products and services and can convey value of the One Alight service model to clients
• Instilling customer confidence and deepening brand strength through comprehensive domain knowledge
• Demonstrating comprehensive solution expertise and consulting with clients on how to best leverage Alight’s solutions to achieve desired business outcomes
• Absorbing and substantively supporting our technology and service solutions, including relevant industry trends, practices and risks
• Providing technical expertise to support internal and client delivery needs such as pre/post-production testing, SSRs/CROs, and defect management
• Providing timely, proactive status updates to internal and external stakeholders with a high degree of consistency and accuracy
• Managing client escalations to accelerate issue resolution and mitigate retention risk
• Collaborating with cross-functional internal teams and external key stakeholders as appropriate to identify themes and trends in Service Delivery/Claims
• Adapting to changing conditions and proactively learning and applying new skills, methods, and behaviors
• Shifting quickly to meet client/business demands while displaying confidence, engagement, and leadership
• Acting as a change agent; Seeking out and trying new ideas for continuous improvement
• Organizing, hosting, attending and/or contributing to cross departmental and client/broker meetings as needed
• Traveling to attend internal meetings, client meetings, and industry conferences/meetings as needed

Requirements

• Have at least 3 years of direct Client/Broker Relationship management experience or advanced education equivalent
• Must reside in the state of Virginia
• Possess deep operational, relationship building, and issue resolution skills
• Demonstrate 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
• Demonstrate industry experience in HR services / outsourcing, Business Management, Disability / absence, and/or Healthcare
• Be able to travel 20-25%

Benefits

• Options include a 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