Senior Manager, Account Management

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 calling of improving lives.

Be Alight - act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and 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 at careers.alight.com .

The Role

The Senior Manager, Client Management, is accountable for the overall strategy, management, and retention of a high revenue, highly complex assigned book of business. The Senior Manager is accountable for developing and maintaining strategic meaningful relationships with clients and brokers and for maximizing the value clients derive from Alight's products and solutions.

Proven expertise in strategic, proactive client engagement strategies, ownership and retention of high ARR books of business, and the ability to develop and maintain trusted relationships with C-Suite executives, key client decision makers, and broker partners are critical to success in this role.

ESSENTIAL FUNCTIONS:

• Develops and builds meaningful and trusted relationships across internal teams, customer stakeholders, and key influential third-party stakeholders, particularly broker consultants.
• Works closely with the Solutions Delivery team post-sale to ensure a smooth transition from Implementation to Service; Advocates to ensure business readiness and client success
• Strong ability to lead through influence; Persuades, motivates, and inspires action toward desired outcomes. Collaborates cross-functionally to optimize Product/Service/Delivery outcomes to ensure overall client success and retention.
• Strong critical thinking skills; Demonstrated ability to ask provocative questions to uncover and understand the client's business goals, priorities, and desired outcomes.
• Anticipates the client's needs and effectively positions Alight's solutions to drive value maximization, retention, and revenue growth.
• Acts as an advocate and connector of capabilities, support, and/or services for clients; Advocates internally and facilitates the involvement of Sales, Delivery, Product, Engineering and other functions to achieve common goals for the client and Alight Solutions.
• Acts as a trusted advisor by providing guidance and deep domain expertise to optimize business performance and outcomes.
• Consults with clients regularly on best practices to increase product adoption and utilization and to maximize value across the client's solution suite.
• Identifies opportunities for expansion of Alight's solutions to support and drive the client's desired business outcomes.
• Owns the Account Health strategy for assigned client accounts; Proactively monitors and identifies client retention risk; Designs and executes Success Plans to resolve issues and mitigate risk.
• Leads the strategy, preparation and execution of Quarterly Client Business Reviews (QBRs) and Annual Business Reviews. Curates and personalizes content to facilitate a client-centric discussion and to ensure value-driven messaging and achieved results are aligned to unique client needs, goals, and outcomes.
• Leads the renewal strategy for assigned book of business. Effectively executes year-round proactive client engagement strategies that promote customer success and retention and leads the renewals strategy for clients in renewal/RFP cycles; Collaborates cross-functionally across the enterprise to ensure a holistic approach and effective execution throughout the renewal cycle.
• Collaborates with Sales on aligned client relationships; Designs strategic growth and retention plans to ensure effective long-term success and expansion strategies.
• Proactively solicits Voice of the Client feedback and leverages this feedback to drive process improvement and solution innovation.
• Analyze client data and usage patterns to identify at-risk clients; Develop Success Plans to mitigate risk
• Informs clients of changes in legislation that affect disability, workers compensation and FMLA management
• Demonstrates a high degree of resiliency and adaptability; Takes responsibility for actions and decisions and is focused on solutions vs setbacks or obstacles
• Acts as a change agent; Seeks out and pursues new ideas for continuous improvement.

• Attends and/or contributes to cross department and client/broker meetings
• Travel to attend internal meetings, client meetings, and industry conferences/meetings as needed
• Development and execution of strategic, proactive client engagements
• Other duties as required

• Minimum of 5 years of direct Client/Broker Relationship management experience or advanced degree equivalent
• Strong communication, relationship development, negotiation, and issue resolution skills with C-Suite Executives and key Client/Broker contacts
• Strong analytical skills with the ability to translate data into actionable insights
• Experience managing pricing and financial models
• Experience leading innovative and effective client engagement strategies focused on client satisfaction, retention, and expansion
• Ability to partner with the Sales/Commercial Team to identify expansion opportunities
• Strong professional communication skills, business and financial acumen, and executive presence
• Industry experience in:
  • HR services / outsourcing
  • Business management
  • Disability / absence
  • Healthcare