Client Executive Lead

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Responsible for the continuous delivery of services to Alight's most significant and intricate clients.

• Ensure that ongoing client deliverables are executed promptly.

• Create solutions for complex issues across various domains and clients.

• Enhance operational efficiency, lower overall service costs, surpass in-year revenue objectives, improve Net Promoter Score, reduce Errors & Omissions and SLA breaches, and integrate Delivery.

• Collaborate with Sales and Strategic Account Executives on strategic initiatives, client satisfaction, relationship management, compliance with contracts, revenue retention, and revenue growth.

• Oversee a team or independently manage a portfolio of intricate client accounts and teams.

• Work with Sales Executives to secure new opportunities linked to changes in solution scope.

• Identify chances to decrease demand, enhance delivery model costs, boost efficiency, and scale operations.

• Partner with Renewal Executives on renewals, product and solution alignment, stakeholder engagement, expansion, and upselling.

• Align product and service configurations with client needs and support proposals and pricing strategies.

• Take ownership of cross-solution integration and maintain single-point accountability across Delivery.

• Ensure operational readiness for new clients and services/domains.

• Conduct product and solution audits to eliminate errors and omissions.

• Lead service recovery initiatives and improvement plans.

• Collaborate with solution leaders to drive operational outcomes and address client-specific challenges.

• Monitor service-level metrics and annual improvement goals.

• Manage customer relationships, satisfaction, expectations, support, and solution performance.

• Oversee in-year revenue growth, project work, upselling, service extensions, and expansions.

• Perform financial modeling to create contracts, SOWs, and change requests while delivering value assessments.

• Communicate financial information with executive stakeholders.

• Control costs and maintain contract margins.

• Collaborate with Client Services managers on training and development.

• Lead internal Client Services projects as needed.

⛳️ Requirements

• At least 7 years of relevant experience in a Customer Success or Account Management role.

• Act as a people manager for a team of Client Executives.

• A minimum of 3 years of people management experience is preferred, though not mandatory.

• Extensive relevant experience in HR, Benefits, Payroll, or Talent management.

• Experience with external clients and consulting.

• Familiarity with business-to-business concepts and experience in daily dials, appointment setting, and opportunity generation accountability.

• Solid understanding of contracts.

• Strong comprehension of client Profit and Loss statements and financials at the business unit level.

• Advanced knowledge of best practices and service delivery models.

• Proven experience collaborating effectively within a team and being accountable for team outcomes.

• Excellent written and verbal communication, presentation, facilitation, and consultative skills.

• Capacity to apply professional principles and business judgment to resolve unique problems or create new procedures, processes, and products.

• Ability to thrive in a fast-paced environment while managing multiple tasks and priorities.

• Capability to understand new software features and functionalities.

• Proficient in networking at all levels and managing influence both internally and externally.

• Authorization to work in the employing country without any current or future visa sponsorship requirements.

• Successful completion of necessary background checks.

🏝️ Benefits

• Health, dental, and vision coverage starting from Day One.

• Wellbeing programs available.

• Retirement plans with matching contributions.

• Generous time-off policies.

• Parental leave offered.

• Opportunities for continuing education.

• Career advancement opportunities.

• Flexible working arrangements when feasible.

• Competitive total rewards package.

• Ongoing education and training provided.

• Reasonable accommodations for disabilities and sincerely held religious beliefs.