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 leadership

• Proven success managing large, complex enterprise client portfolios

• Demonstrated experience leading and developing high performing account management teams

• Strong track record of driving client retention, revenue growth, and client satisfaction

• Exceptional executive presence and ability to engage with C-suite client stakeholders

• Experience working in complex service, technology, or consulting organizations

SUCCESS METRICS

• Client retention and renewal rates across strategic accounts

• Revenue growth within existing client relationships

• Client satisfaction and NPS improvement

• Performance and development of strategic Account executives

• Effective management of client risks, escalations, and relationship health

Alight requires all virtual interviews to be conducted on video.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process.If reasonable accommodation is needed, please contact alightcareers@alight.com.

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict 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.

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

Salary Pay Range

Minimum :

Maximum :

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: Wellbeing and Benefits Selector Page - Alight

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.