Customer Success Leader

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $115k - $135k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Enterprise • HR Tech • SaaS

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

• Guiding clients, by recommending and executing best practices for products. • Seamlessly interface, while gaining trust of individuals at all levels of client organization. • Leading the renewal strategy development, packaging, presentation, and negotiation activities to retain clients. • Responsible for leading the pre-renewal internal strategy meetings on behalf of Navigation. • Identifying issues, needs, opportunities, threats, and alternatives to be proposed. • Partnering with other enterprise leaders on renewal strategies for clients with multiple products. • Working collaboratively with the Client Success Manager to ensure the day-to-day relationship management activities. • Additionally, they are responsible for ensuring product progresses on schedule and with prescribed standards. • Establishing and/improving positive strategic relationships with client team and executives where applicable. • Owning development and execution of strategic client business cases and reporting delivery to clients and broker/consultant partners. • Providing development, execution, and problem solving to define solutions to increase and/or maintain engagement rates in Products. • Assisting leadership in mentoring team members to ensure best practices are followed by other Client Facing associates. • Leverage others and acting as a leader in all interaction with team members and other enterprise associates. • Managing client concerns by coordinating involvement of internal resources to maintain satisfaction, retention, and client performance goals. • Provide creative solutions to client problems that support ROI/VOI/performance-based initiatives. • Identifying areas for process improvement and leverage Client Success leadership to execute. • Conducting formal review meetings with clients to review performance. • Additionally, identify and solve any Client concerns, and discuss opportunities and new ideas. • Assisting in the new business process to help scope and estimate work for existing and future clients. • Partnering with Strategic Account Executive (if assigned) to accomplish this.

🎯 Requirements

• 7+ years of success in account management/client success within either a carrier, consulting/brokerage firm or healthcare vendor. • Demonstrate successful track record managing mid-to-large (5,000+ lives) employer accounts. • Display ability to understand and develop financial projections/P&L, as well as other performance metrics • Possess solid organizational, management, administrative and human relations skills. • Have exceptional negotiation and leveraging skills. • Must be persuasive and tactful when negotiating and dealing with consultants/brokers, team members, peers, and superiors. • Demonstrate success meeting goals/targets and managing a complex book of business. • Possess ability to facilitate and guide strategic planning discussion to help the client define key objectives. • Able to listen, inquire, clarify, and translate strategic discussion into a concise, measurable plan of action.

🏖️ 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