Client Service Leader

Overview: The Client Service Leader II (CSL II) is responsible for ongoing service delivery and growth across assigned clients, which can include multiple, global service locations, domains and platforms. The CSL II ensures consistent execution of ongoing client deliverables and develops solutions to complex problems/projects across their assigned clients, leading to high client satisfaction, retention, expansion of business and driving overall client success.

Key Responsibilities:

• Cultivate long term partnerships with clients, acting as their primary point of contact and single point of accountability for services and escalation.  Responsible for customer satisfaction with delivery of Payroll and cloud services, client reference ability and client retention.
• Understands client business drivers, outcomes and political landscape of client and becomes the client's trusted advisor for transformation. Drives strategic planning and ROI value for clients.
• Own cross-solution integration and oversees the efficient delivery of services across internal teams to meet client service level expectations 
• Responsible for supporting revenue retention, growth and services expansion through identifying opportunities for upselling or cross selling.  Works with Account or Sales Executives to close opportunities and increase services or domains supported
• Works with delivery leads for key issue resolution or staffing/resource issues.  Leads improvement plans for delivery of services focused on adhering to company standards and best practices and manages any Errors and Omissions or contractual service penalties
• Manages P&L for aligned accounts, monitoring cost and revenue associated with aligned clients, invoicing coordination and approvals
• End to end management and adherence of all contractual service terms, client governance and meeting client Customer Satisfaction goals.

Knowledge/Education/Experience:

• Bachelor's degree or equivalent experience in customer support/success, sales, business development, technology or account management
• HR, Payroll, and/or Talent related experience; HR outsourcing or internet- based technology environment knowledge preferred
• Ability to apply professional principles and business judgement to solve unique problems or develop new procedures, processes or products
• Consultative skills to lead client discussions toward best practice:
• gathers and communicates the client direction or pain points to the operations team
• leverages learning from other clients for client discussion opportunities
• does not require expertise to speak to the detail but understands the opportunity and facilitates the discussion
• reviews and finalizes related client presentations
• Problem-solving and analytical aptitude:  Ability to address challenges effectively 
• Ability to work in a fast-paced environment and to adopt to frequent change
• Excellent communication skills, both verbal and written, including ability to articulate complex messages and requirements and negotiation skills
• Commitment to delivery excellence and client satisfaction and collaboration with cross functional teams
• Minimum of 4-6 years of previous Client management/Project management experience including senior client relationship management, complex problem solving and process improvement, revenue growth, P&L responsibility desired
• Ability to travel up to 30%, if required

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.