Customer Success Leader

🕒 6 days ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $115k - $135k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

🤝 B2B

🏥 Healthcare

☁️ SaaS

💰 $22.5M Post-IPO Secondary - Alight Solutions on 2023-08

B2B • Healthcare • SaaS

Alight Solutions is a leading benefits administration provider that delivers health, wealth, leave, and related HR point solutions for large organizations and their employees. The company helps manage benefits administration and human capital-related processes for enterprises, serving many of the world’s largest organizations and over 30 million people. Alight also emphasizes product and technology roles, corporate sustainability, total rewards, and a focus on transforming lives and organizations by maximizing health, financial and work wellbeing.

📋 Description

• Manage the overall book of business and provide strategic direction for assigned clients • Drive client satisfaction, retention, and engagement with Alight products • Develop relationships with key decision makers within existing clients and demonstrate value • Recommend and execute product best practices while interfacing with individuals at all client-organization levels • Lead renewal strategy development, packaging, presentation, and negotiation activities • Lead pre-renewal internal strategy meetings for Navigation • Identify issues, needs, opportunities, threats, and alternatives for client proposals • Partner with enterprise leaders on renewal strategies for clients with multiple products • Collaborate with the Client Success Manager on day-to-day relationship management • Ensure products progress on schedule and according to prescribed standards • Establish and improve strategic relationships with client teams and executives • Own strategic client business cases and report delivery to clients and broker/consultant partners • Develop, execute, and troubleshoot solutions to increase or maintain product engagement rates • Assist leadership in mentoring Client Facing associates and promote best practices • Manage client concerns by coordinating internal resources to maintain satisfaction, retention, and performance goals • Provide creative solutions supporting ROI/VOI/performance-based initiatives • Identify process improvements and leverage Client Success leadership for execution • Conduct formal client review meetings, address concerns, and discuss opportunities and new ideas • Assist with new-business scoping and work estimation for existing and future clients • Partner with the Strategic Account Executive when assigned

🎯 Requirements

• 7+ years of success in account management/client success within a carrier, consulting/brokerage firm, or healthcare vendor • Successful track record managing mid-to-large employer accounts with 5,000+ lives • Ability to understand and develop financial projections/P&L and other performance metrics • Solid organizational, management, administrative, and human relations skills • Exceptional negotiation and leveraging skills • Persuasive and tactful when negotiating and dealing with consultants/brokers, team members, peers, and superiors • Success meeting goals/targets and managing a complex book of business • Ability to facilitate and guide strategic planning discussions to help clients define key objectives • Ability to listen, inquire, clarify, and translate strategic discussions into concise, measurable action plans • Must have work authorization in the United States that does not now or in the future require visa sponsorship • Successful completion of a background check

🏖️ Benefits

• Health, dental, and vision coverages starting Day One • Wellbeing programs • Retirement plans with contribution matching • Generous time off • Parental leave • Continuing education • Career growth opportunities • Flexible working arrangements where possible • Competitive total rewards package • Continuing education and training