Customer Success Leader – Healthcare Navigation Solutions

🔥 56 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $170k - $200k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Alight Solutions is a leading cloud-based human capital technology and services provider serving some of the world's largest organizations and over 35 million people and dependents. The company focuses on transforming lives and organizations by enhancing health, financial, and work wellbeing. Alight offers a wide range of services, including customer care, technology roles, consulting, application services, and business support, with opportunities for virtual or work-from-home positions. The company emphasizes corporate social responsibility and providing a positive impact on clients, colleagues, and communities.

📋 Description

• Ensuring the overall success, retention, growth, and operational performance of Alight's Healthcare Navigation client portfolio. • Leading a client-facing team responsible for executive relationship management, client success, contract fulfillment, and revenue growth through retention and expansion. • Establishing and executing the strategic vision for Healthcare Navigation Account Management. • Serving as a sponsor and trusted advisor for key client relationships, building credibility with senior client stakeholders. • Driving client retention, satisfaction, and long-term partnership growth across the Healthcare Navigation portfolio. • Ensuring clients achieve measurable business, financial, and health outcomes from their Navigation investment. • Supporting renewal and expansion strategies in partnership with renewal leader, sales, and product. • Identifying opportunities to deepen client relationships and expand Healthcare Navigation solutions. • Partnering with client teams to demonstrate value, articulate outcomes, and support contract negotiations. • Maintain executive-level relationships that strengthen client confidence and retention. • Ensuring contractual commitments, service levels, and client deliverables are consistently achieved. • Overseeing the resolution of complex client issues, executive escalations, service failures, and quality concerns. • Driving client management operational excellence through governance, performance management, risk mitigation, and accountability frameworks. • Leading portfolio-level management of client health, delivery performance, and strategic initiatives. • Leading, coaching, and developing a team of Client Directors and Client Leaders. • Creating a culture of accountability, client-centricity, collaboration, and continuous improvement. • Establishing clear performance expectations and driving execution against business objectives. • Owning portfolio performance, including client retention, revenue preservation, and growth opportunities. • Monitoring key business metrics and implementing strategies to improve client and financial performance. • Championing initiatives that enhance the Healthcare Navigation business, client experience, and operational effectiveness. • Representing Healthcare Navigation in executive, client, and enterprise forums.

🎯 Requirements

• 10+ years of progressive leadership experience in healthcare navigation, benefits administration, healthcare services, consulting, brokerage, or related industries. • 5+ years leading managers and/or director-level leaders in a client-facing organization. • Possess proven success managing large, complex client portfolios and driving retention, growth, and client satisfaction. • Demonstrate ability to build trusted relationships and influence executive stakeholders, including C-suite, HR, Benefits, and Procurement leaders. • Have proven experience in leading teams focused on client retention, growth, and performance, with expertise in managing enterprise clients and multi-million-dollar accounts. • Demonstrate excellent business and financial acumen, with experience managing portfolio performance, forecasting, contract negotiations, and growth strategies. • Have experience leading complex client escalations, risk mitigation, and cross-functional business initiatives. • Display exceptional communication, executive presentation, negotiation, and influencing skills. • Have deep understanding of healthcare navigation, employee benefits, healthcare delivery, or related healthcare solutions. • Be able to travel 25%, including occasional short notice travel to support client and business priorities.

🏖️ 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