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Alight Solutions Logo Alight Solutions · Sales

Senior Vice President, Client Relationship Management

United States of America, Deerfield, Illinois 225000.00 - 275000.00 USD / Year · Job Posted March 22, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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

What we offer

  • We offer programs and plans for a healthy mind, body, wallet and life
  • 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
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