Senior Vice President, Client Relationship Management - Virtual

📋 Description

• • As the Senior Vice President (SVP) of Client Relationship Management at Alight, Inc., you will be instrumental in shaping and executing strategies to ensure unparalleled client success across a vital portfolio of strategic accounts. This senior leadership role, reporting directly to the Head of Relationship Management, is designed for an individual who thrives on driving exceptional client outcomes, fostering deep partnerships, and achieving significant revenue growth within our most important client relationships.
• • You will provide active, hands-on oversight and expert coaching to a team of Strategic Account Executives (SAEs), empowering them to deliver outstanding service, secure renewals, and identify expansion opportunities. Your leadership will be critical in establishing and maintaining a robust operating rhythm, implementing effective governance structures, and driving performance management practices that guarantee clients receive consistent, high-value engagement.
• • This position demands a strategic thinker with a proven ability to navigate complex organizational landscapes and client needs. You will serve as a senior escalation point and executive sponsor for key clients, ensuring that their challenges are addressed with urgency and efficacy. A core aspect of your role will be to align client objectives with Alight's overarching business strategy, acting as a crucial bridge between our clients and our internal product, operations, and delivery teams.
• • Your responsibilities will encompass the strategic leadership of a diverse portfolio of enterprise clients, focusing on cultivating strong, long-term partnerships and maximizing their value from Alight's solutions. You will be the ultimate point of contact for resolving complex client issues, ensuring swift and satisfactory resolutions.
• • A key function will be to partner collaboratively with Sales, Product, Operations, and Delivery teams to ensure seamless alignment of our services with client objectives and contractual obligations. This includes actively overseeing the SAEs responsible for these critical relationships, setting clear performance expectations, and holding them accountable for client retention, revenue growth, and overall service excellence.
• • You will conduct regular, in-depth client portfolio reviews, pipeline analyses, and relationship health assessments to proactively identify risks and opportunities. Your coaching and development of SAEs will focus on enhancing their executive management skills, strategic planning capabilities, and consultative client engagement techniques.
• • Ensuring the consistent execution of Alight's account management standards, governance models, and client engagement frameworks will be paramount. Your efforts will directly contribute to driving high client retention and renewal rates across the entire strategic client portfolio.
• • You will be tasked with identifying and capitalizing on opportunities for cross-selling, upselling, and service expansion within existing accounts, providing strategic guidance to SAEs to facilitate successful execution. Furthermore, you will collaborate closely with the sales organization to support new business growth initiatives, ensuring each client has a clear, actionable growth and engagement plan aligned with their unique business objectives.
• • A significant focus will be placed on managing and enhancing client satisfaction and Net Promoter Score (NPS) across the client base. You will ensure a unified client engagement model and communication cadence is maintained by all SAEs, implementing structured feedback loops to continuously identify areas for service improvement and strengthen long-term client loyalty.
• • Operationally, you will implement robust portfolio governance and reporting mechanisms to monitor client health, key risk indicators, renewal statuses, and expansion potential. Driving alignment between client management, delivery, and product teams will be essential for achieving operational excellence and ensuring a superior client experience.
• • You will lead executive business reviews and strategic planning sessions with key clients, demonstrating Alight's commitment to their success. Internally, you will foster a culture of client advocacy, accountability, and continuous improvement within the relationship management team.
• • Collaborating with the Head of Relationship Management, you will contribute to refining account management strategy, optimizing processes, and advancing talent development initiatives. Your leadership will also extend to contributing to broader organizational efforts focused on client growth, retention, and service innovation, instilling a culture of urgency and responsiveness to the voice of the client.
• • This role offers a competitive salary range of $200,000 to $275,000 USD, plus bonus and incentive eligibility, and a comprehensive benefits package, reflecting the senior level and critical nature of this position.