Client Manager – Alight Leave Solutions
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Job Description
Client Manager managing Leave Solutions client interactions and operational support. Acting as subject matter expert in Leave Solutions while ensuring high standards of client engagement.
Responsibilities:
- 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% and reside in the state of Virginia
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
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