Client Executive Lead - Virtual

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

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” 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here.

We invite you to join our team! Learn more at careers.alight.com. 

The Role

The Client Executive Lead is accountable for ongoing service delivery across a group of Alight's largest, most complex clients. The Client Executive Lead ensures timely execution of ongoing client deliverables, as well as, develops solutions to complex problems across multiple domains and clients.

They are responsible for driving operational health, reducing total cost to serve, exceeding in-year revenue targets, improving Net Promoter Score, minimizing Error & Omissions and SLA misses, plus drive integration across all of Delivery. The Client Executive Lead will have overall business performance accountability for their portfolio of clients and will be expected to partner with Sales and Strategic Account Executives on strategic planning, client satisfaction, relationship health, contractual adherence, revenue retention and exceeding in-year revenue targets. The Client Executive Lead will also have people management responsibilities as part of the role.

Responsibilities

• Partners directly with Sales Executives or Strategic Account Executives to close new opportunities in relation to a change in solutions scope

• Partners with the Sales Executive and Strategic Account Executive to reduce total cost to service by identifying opportunities to reduce demand, improve delivery model cost, drive efficiency, leverage and or scale
• Collaborates with Renewal Executives to prepare renewal, including ensuring customers are aware of deadlines, discussing alternative and/or additional product/solution fits, and gauging pulse of key stakeholders and decision-makers to expand or upsell current solutions offerings
• Determines and aligns with customer on ideal configuration of products and services, supports preparation of proposal, and collaborates with pricing team to align on quote/price
• Provides renewal product delivery expertise to client and answers any follow up questions; identifies areas to expand scope

Service Delivery Management

• Own cross solution integration and provide a single point of accountability and client team performance across Delivery
• Manages a team or will act independently to manage a portfolio of our most complex and largest client accounts with responsibility for a number of client teams
• Understands client business needs and uses this knowledge to identify new revenue growth, upsell, and cross-sell opportunities
• Own operational readiness of a new customer and/or service/domain
• Leads products and solutions audit, analyzes and actions to eliminate errors and omissions
• Leads the service recovery process, develops improvement plans, and go to green plans for Delivery
• Partner with domain specific solution leaders to drive operational results, overcome client specific challenges, and ensure best in class delivery from each domain
• Manage/improve key metrics to agreed upon service levels – including annual improvement targets and Increase Net Promoter Score

Client Management

• Works with customer-side stakeholders to ensure immediate satisfaction, develop understanding of ongoing customer needs, and identifies improvement opportunities
• Leads the execution of consistent cadence of checks-in with customer and delivery teams to ensure satisfaction with products and services and identifies areas for Alight to improve
• Provides continuous ongoing customer support in service in relation to satisfaction, and solution performance improvement
• Manages client and stakeholder expectations and demonstrates value without compromising quality
• Financial Maintenance
• Manages in-year revenue growth for aligned accounts with particular focus on project work and upselling existing scope
• Partners with Sales Executive and Strategic Account Executive on new service extension and expansion
• Understands the client business model and aligns those strategic objectives to Alight products and offerings, and drive profitable pricing of said products, projects, and offerings
• Performs financial modeling (i.e. price a CR) to craft contracts/SOWs/CRs and deliver value assessments
• Communicates financials with executive stakeholders - internal or external (i.e. deal reviews, CR conversations, renewals, etc.)
• Helps to contain costs and preserve contract margins (i.e. manage SLAs to passing marks, negotiate away E&Os)

Requirements

• 7+ years of equivalent experience in a Customer Success/Account Management role

• Serve as a people manager for a team of Client Executives supporting assigned colleagues in all areas, including engagement, development, performance management, and retention.
• Partner with other unit managers within Client Services to drive learning and development for all delivery executives
• Be ultimately accountable for the portfolio of clients managed by the team of Client Executives in all areas noted above
• Lead ad-hoc internal projects for the Client Services group, as needed
• A minimum of 3 years of people management experience is preferred but not required
• Possesses significant related HR, Benefits, Payroll or Talent related experience with ability to quickly understand Alight Solution model and ongoing operations
• External client exposure/consulting experience - experience with concepts in business-to-business and/or experience of daily dials, appointment setting, and opportunity generation accountability
• Proficient understanding of contracts and ability to use them to guide changes or modifications to existing agreed upon services or provisions
• Strong understanding of a client Profit and Loss statement and business unit level financials
• Advanced knowledge and understanding of best practices and service delivery models
• Experience collaborating effectively in a team environment and accountability for team results
• Strong written and verbal communication, presentation, facilitation and consultative skills
• Applies professional principles and business judgment to solve unique problems or to develop new procedures, process and products
• Ability to lead and thrive in a fast paced environment while managing multiple tasks with urgency and setting priorities for aligned teams
• Ability to comprehend new software features and functionality to position appropriately for client consumption and future adoption
• Ability to network at all levels of an organization and manage by influence, both internally and externally

Application and Interview

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 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.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

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.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com.

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, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

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 reasonable accommodations/modifications by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

175,000.00 USD

Maximum :

190,000.00 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.