Senior Vice President, Client Relationship Management - Virtual

Alight•Deerfield, IL

23d•Remote

About The Position

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.

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

Responsibilities

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