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. 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 consistency and accuracy. Critical Thinking Proven ability to ask provocative questions to uncover and 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 an opportunity to win and maintain the Client’s 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% Interviews Alight requires all virtual interviews to be conducted on video. Flexible Working
So that you can be your 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” for 5 years in a row. Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our 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, continuing education and training as well as several voluntary benefit options. Background Check & EEO
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include 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: We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by applicable law. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities. Authorization to work Applicants must have work authorization that does not require sponsorship now or in the future. Note: this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including subsidiaries, partners, or purchasers of Alight business units. Salary Pay Range Minimum: 68,000.00 USD Maximum: 70,000.00 USD Pay Transparency: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including experience, education, certification/credentials, market data, internal equity, and geography. Bonus and/or incentive eligibility are role-dependent. For details on benefits, see Wellbeing and Benefits Selector Page - Alight.
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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. 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 consistency and accuracy. Critical Thinking Proven ability to ask provocative questions to uncover and 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 an opportunity to win and maintain the Client’s 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% Interviews Alight requires all virtual interviews to be conducted on video. Flexible Working
So that you can be your 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” for 5 years in a row. Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our 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, continuing education and training as well as several voluntary benefit options. Background Check & EEO
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include 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: We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by applicable law. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities. Authorization to work Applicants must have work authorization that does not require sponsorship now or in the future. Note: this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including subsidiaries, partners, or purchasers of Alight business units. Salary Pay Range Minimum: 68,000.00 USD Maximum: 70,000.00 USD Pay Transparency: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including experience, education, certification/credentials, market data, internal equity, and geography. Bonus and/or incentive eligibility are role-dependent. For details on benefits, see Wellbeing and Benefits Selector Page - Alight.
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