Customer Success Leader

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

📋 Description

• Oversee the comprehensive portfolio of clients and provide strategic guidance for designated accounts

• Enhance client satisfaction, retention, and engagement with Alight's offerings

• Cultivate relationships with key decision-makers within current client organizations and showcase value

• Suggest and implement best practices for products while collaborating with individuals at all levels within client organizations

• Spearhead the development of renewal strategies, including packaging, presentations, and negotiation efforts

• Organize pre-renewal internal strategy sessions for Navigation

• Recognize issues, needs, opportunities, threats, and alternatives related to client proposals

• Collaborate with enterprise leaders on renewal strategies for clients utilizing multiple products

• Work alongside the Client Success Manager on daily relationship management tasks

• Ensure that products progress on schedule and adhere to established standards

• Build and enhance strategic relationships with client teams and executives

• Take ownership of strategic client business cases and oversee delivery reports to clients and broker/consultant partners

• Create, implement, and troubleshoot solutions to boost or sustain product engagement rates

• Assist leadership in mentoring Client Facing associates and advocate for best practices

• Address client concerns by coordinating internal resources to uphold satisfaction, retention, and performance goals

• Offer innovative solutions to support ROI/VOI/performance-driven initiatives

• Identify opportunities for process improvements and leverage Client Success leadership for execution

• Conduct formal client review meetings to address concerns and explore opportunities and new ideas

• Aid in scoping new business and estimating work for current and prospective clients

• Collaborate with the Strategic Account Executive when assigned

⛳️ Requirements

• 7+ years of proven success in account management/client success within a carrier, consulting/brokerage firm, or healthcare vendor

• Track record of successfully managing mid-to-large employer accounts with over 5,000 lives

• Capability to comprehend and develop financial forecasts, P&L statements, and other performance metrics

• Strong organizational, management, administrative, and interpersonal skills

• Outstanding negotiation and leveraging abilities

• Persuasive and diplomatic when negotiating and interacting with consultants/brokers, team members, peers, and superiors

• Proven success in meeting goals/targets while managing a complex portfolio of business

• Proficient in facilitating and guiding strategic planning discussions to assist clients in defining key objectives

• Ability to listen, inquire, clarify, and convert strategic discussions into clear, measurable action plans

• Must possess work authorization in the United States that does not currently or in the future require visa sponsorship

• Successful completion of a background check

🏝️ Benefits

• Health, dental, and vision insurance starting from Day One

• Wellbeing initiatives

• Retirement plans with contribution matching

• Generous time-off policy

• Parental leave benefits

• Opportunities for continuing education

• Career advancement prospects

• Flexible working arrangements where feasible

• Competitive total rewards package

• Ongoing education and training programs