Job Description
Title: Digital Engagement and Wellbeing Client Success Director
Virtual North America
The Alight Digital Engagement and Wellbeing Client Success Director at Alight Solutions will be a well-diversified professional services consultant with key core competencies in the following areas: deepening and expanding revenue-focused opportunities with current clients, delivering the business product from a values-driven perspective, reporting results based on data and analysis, and maintain overall accountability for meeting requirements and exceeding client expectations. The candidate will be a highly analytical, curious, project management-centered, organized, and proactive individual. This person will work directly with clients and offer sound and feasible opportunities and solutions that best meet their engagement and wellbeing needs. The candidate will be responsible for monitoring and delivering client-centric outcomes of Alight s digital engagement platform (Alight Worklife ) and wellbeing solutions as well as expanding client revenue. This person will be a key member of large, complex (cross functional) client teams and client engagements.
Roles and Responsibilities
Client Relationship & Development:
- Responsible for ensuring the Alight digital engagement platform & wellbeing solution is providing the maximum amount of value, leading to customer success.
- Key point of contact for client communications and relationships where main responsibilities will be ability to drive long term value, sustain the client relationship, and increase on-going revenue and client satisfaction.
- Solutions-oriented and opportunity-focused professional experienced in wellbeing, health benefits and wealth (401K/ defined benefit) product & solution offerings, comfortable remaining agile across these domains with confidence to speak to these product offerings, answer client feedback and questions, and champion enhancement opportunities where appropriate.
- Strong persuasion, influence, negotiation, and consulting skills to drive the highest value for clients, measured by key performance indicators (KPIs).
- Provide oversight of the implementation process for assigned accounts and serve as an expert on all Alight Worklife engagement and wellbeing solutions ensuring alignment of best practices and Alight’s point of view for solution adoption
- Maintain a strong working knowledge of all aspects of all Alight’s wellbeing solutions and Alight’s Worklife engagement platform.
- When Alight s wellbeing solutions are in scope partner with Alight’s Consumer Experience and Product Engagement team to develop promotions and competitions for each assigned account to positively influence wellbeing program participation and engagement in accordance with the clients’ contracts.
Reporting/Client Success:
- Collaborates with internal reporting teams to ensure value and return on investment (ROI) is clearly communicated to clients to sustain confidence in the digital engagement platform & wellbeing solution set where analysis and consulting with internal teams will remain critical to deliver highest customer success.
- Serves as Subject Matter Expert on Alight Worklife platform and solutions analytics and is responsible for training assigned clients on best practices for utilizing the tool as well as any enhancements.
- Prepare and deliver reviews for each account. Perform analytical reviews of client results and develop strategic recommendations and action plans aligned with client s business priorities.
- Strong analysis, consulting and project management skills specific within the wellbeing, health and finance wealth spaces; seeks to identify and influence new opportunities and solutions based on client s specific needs and feedback.
- Uses customer success metrics to drive continued value and growth within the business, where opportunities are realized through demonstrated work products and continued account expansion opportunities
Cross-Business Collaboration:
- Serve as a customer advocate within Alight and interface with cross functional teams to develop, implement and drive strategies to meet client requirements and enhance the solution offering.
- Serves as a consultant, mentor, and guide to create and sustain a cohesive, opportunity and revenue focused organization to achieve the highest return on investment (ROI) for clients.
- Drives customer success through remaining agile, working with teams across the business that are project management focused, deepening client relationships, providing analysis where appropriate, and serving as a subject matter expert (SME) within health and finance domains.
- Promotes a values-driven mentality and consults with colleagues to ensure the best communication and presentation is brought to clients, where the communicated value of the product remains the central focus.
- Ability to persuade, influence, and negotiate around the core objectives of the business: revenue generation, client success and satisfaction, and client retention.
**This job description is not a full representation of all the roles and responsibilities of the Alight Digital and Wellbeing Client Success Manager, as this role is expected to continually evolve as business needs change. This individual is expected to remain agile and willing to embrace the uncertainty and ambiguity associated with this role, where flexibility and adaptability will be key factors for success.
Required Experience
- Minimum 5 + years experience in customer satisfaction or customer success roles, with proven ability to drive value and results by exceeding customer success metrics.
- Industry experience in wellbeing, health, wealth, health technology, or Human Capital Management (HCM), with specific focus on product optimization, product opportunity identification and overall product management.
- Experience working with digital engagement platforms.
- Experience at a digital healthcare or wellbeing firm.
- Experienced in revenue focused roles where Key Performance Indicators (KPI) and Return on Investment (ROI) metrics were used to measure success and performance.
- Comfortable helping persuade, influence, and negotiate with key stakeholders to drive long-term business success; brings fresh consulting perspectives to internal initiatives and contributes to an agile team.
- Experienced in opportunity and solutions identification to drive the highest revenue for the business.
- Strong verbal and written communication skills.
- Succeeds in team environments while also able to deliver value independently.
- Strong ability to present to clients where requested, with the flexibility to contribute to creating digital solutions.
- Experience in analytics, project management, and consulting.
- Technically savvy with key experience in data visualization tools (Tableau, Power BI, etc.), Microsoft products (Azure Devops, Outlook, PowerPoint), Atlassian/JIRA, and cloud-based technologies, Salesforce is a plus.
- An understanding of formal project management approaches such as Project Management Institute (PMI), Lean Six Sigma (LSS).
Education
- Bachelor of Science/Arts (required).
- Master of Science/Arts in Communications/English, Finance, Business/Business Management, Marketing, Finance or Healthcare (preferred).