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.
