Client Manager-Alight Leave Solutions-Virginia

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”  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.

If you, Champion People, seek to Grow with Purpose, and embody the meaning of Be Alight – We invite you to join our team!  Learn more at careers.alight.com. 

About the Role

The Client Manager is recognized as a subject matter expert within Alight for Leave Solutions, the Account Manager, Leave Client Operations. Is the primary point of contact for all assigned Leave Solutions Clients. This role is customer facing and is directly accountable for the day-to-day operational support and management of the client relationship.

Responsibilities

• Leveraging deep Absence and Disability domain expertise to resolve complex claim issues including escalations and client inquiries.

• Developing and maintaining expertise in all Alight products and services and can convey value of the One Alight service model to clients. Instilling customer confidence and deepening brand strength through comprehensive domain knowledge.

• Demonstrating comprehensive solution expertise and consulting with clients on how to best leverage Alight’s solutions to achieve desired business outcomes.

• Absorbing and substantively supporting our technology and service solutions, including relevant industry trends, practices and risks.

• Providing technical expertise to support internal and client delivery needs such as pre/post-production testing, SSRs/CROs, and defect management.

• Providing timely, proactive status updates to internal and external stakeholders with a high degree of consistency and accuracy.

• Managing client escalations to accelerate issue resolution and mitigate retention risk. Collaborating with cross-functional internal teams and external key stakeholders as appropriate to identify themes and trends in Service Delivery/Claims.

• Adapting to changing conditions and proactively learning and applying new skills, methods, and behaviors. Shifting quickly to meet client/business demands while displaying confidence, engagement, and leadership.

• Acting as a change agent; Seeking out and trying new ideas for continuous improvement.

• Organizing, hosting, attending and/or contributing to cross departmental and client/broker meetings as needed. Traveling to attend internal meetings, client meetings, and industry conferences/meetings as needed.

Requirements

• Have at least 3 years of direct Client/Broker Relationship management experience or advanced education equivalent.

• Must live in Virginia for this role.

• Possess deep operational, relationship building, and issue resolution skills.

• Demonstrate understanding of contracts, pricing and financial models.

• Have experience identifying and anticipating risk and implementing effective risk mitigation plans.

• Have ability to identify expansion opportunities.

• Demonstrate industry experience in HR services / outsourcing, Business Management, Disability / absence, and/or Healthcare.

• Be able to travel 20-25%.