Customer Success Executive

2 days ago

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Alight Solutions

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Business Consulting and Services • Human Resources Services

10,000+

Description

• The Client Success Executive will be accountable for the overall management of their book of business. • Responsible for strategic direction of assigned clients, client satisfaction, retention, and engagement of Alight products. • Develop relationships with key decision makers within existing clients to successfully show value. • 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. • Identify issues, needs, opportunities, threats, and alternatives to be proposed. • Partner 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, responsible for ensuring product progresses on schedule and with prescribed standards. • Establishing and/improving positive strategic relationships with client team and executives where applicable. • Own 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. • Identify areas for process improvement and leverage Client Success leadership to execute. • Conducting formal review meetings with clients to review performance. Additionally, identifying and solving any Client concerns, and discussing opportunities and new ideas. • Assisting in the new business process to help scope and estimate work for existing and future clients. • Partner with Strategic Account Executive (if assigned) to accomplish this.

Requirements

• 5+ 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

• A variety of health coverage options • Wellbeing and support programs • Retirement options • Vacation and sick leave • Maternity, paternity & adoption leave • Continuing education and training • Voluntary benefit options