Senior Vice President, Client Relationship Management - Virtual

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

About the Role:

The SVP of Client Relationship Management is a senior role responsible for ensuring exceptional client outcomes across a portfolio of strategic accounts. Reporting to the Head of Relationship Management, this leader provides active oversight and coaching of Strategic Account Executives (SAEs) to drive client retention, revenue growth, and satisfaction across the organization’s largest and most complex relationships.

This role is accountable for establishing the operating rhythm, governance, performance management necessary to ensure clients receive consistent, high-value engagement while identifying opportunities to deepen partnerships and expand services. The SVP acts as a senior escalation point and executive sponsor for key clients and plays a critical role in aligning client needs with company strategy.

Responsibilities

STRATEGIC CLIENT LEADERSHIP

• Oversee a portfolio of strategic enterprise clients, ensuring strong relationships and long-term partnership value

• Serve as an executive escalation point for complex client issues and ensure rapid resolution

• Partner with Sales, Product, Operations, and Delivery teams to align services with client objectives and contractual commitments

• Active Oversight of SAEs providing direct leadership and structured oversight of SAEs responsible for key client relationships

• Establish clear performance expectations and accountability for client retention, growth, and service excellence

• Conduct regular client portfolio reviews, pipeline reviews, and relationship health assessments

• Coach and develop SAEs on executive management, strategic planning, and consultative client engagement

• Ensure consistent execution of account management standards, governance models, and client engagement frameworks

• Drive high client retention and renewal rates across the strategic client portfolio

• Identify opportunities for cross-sell, upsell and expansion of services within existing accounts and provide strategic input to SAEs to execute

• Partner with the sales organization to support new growth opportunities

• Ensure each client has a clear growth and engagement plan aligned to their business objectives

CLIENT SATISFACTION AND EXPERIENCE

• Lead efforts to manage client satisfaction and NPS across the client base

• Ensure consistent client engagement model and communication cadence across all SAEs

• Implement structured feedback loops to identify service improvement opportunities and strengthen long-term client loyalty

OPERATIONAL GOVERNANCE

• Implement portfolio governance and reporting to monitor client health, risk indicators, renewals, and expansion opportunities

• Drive alignment between client management, delivery, and product teams to ensure operational excellence

• Lead executive business reviews and strategic planning sessions with key clients

LEADERSHIP AND ORGANIZATIONAL IMPACT

• Foster a culture of client advocacy, accountability, and continuous improvement within the relationship management team

• Collaborate with the Head of Relationship Management to refine account management strategy, processes, and talent development

• Contribute to broader organizational initiatives focused on client growth, retention, and service innovation

• Instill a culture of accountability and urgency around the voice of the client

Requirements

• 10+ years of experience in client relationship management, strategic management, strategic account management, and enterprise client