Vice President Leaves Client Management

Alight•Virtual, IL

6d•$200,000 - $225,000•Hybrid

About The Position

We are hiring a Vice President of Client Management to lead our team, drive client success, and ensure satisfaction. The role requires strategic thinking, strong leadership, and a results-driven approach, with experience in scaling client management programs within fast-paced technology environments.

Requirements

8-10+ years of experience in client management, account management, or a related field, with at least 5 years in a leadership role
Have bachelor’s or equivalent experience with at least 5 years in client, broker, or account relationship management for complex, high-value portfolios.
Have experience in Absence Management services and related business operations. This should include the ability to consult clients on industry trends, best practices, compliance, and legislative changes.
Display excellent leadership, communication, and interpersonal skills.
Have excellent analytical skills with the ability to translate data into actionable insights.
Be a strategic thinker with the ability to develop and execute plans to achieve Alight objectives.
Demonstrate passion for customer service and commitment to delivering exceptional customer experiences.
Demonstrate ability to successfully lead in ambiguous and rapidly changing environments, balancing multiple priorities while driving high-quality outcomes and operational effectiveness.
Display advanced solution-oriented mindset and change leadership capabilities. Demonstrate ability to identify opportunities, resolve complex issues, drive innovation, and maximize the value clients receive from products and services.

Responsibilities

Developing and implementing client management strategy within the context of Alight’s overall, long-term business strategy. Setting and leading deployment of long-term operating plans to achieve key business objectives.
Building and leading a high-performing client management team, fostering a culture of accountability, collaboration, and continuous improvement.
Acting as a liaison between clients and internal teams (e.g. product development, technical support) to address issues and resolve problems efficiently.
Establishing key performance metrics and developing processes to track, measure, and report on customer success initiatives.
Identifying and addressing any barriers to adoption or usage of Alight’s product and services.
Building successful, trusted relationships with key stakeholders at client organizations, from executives to end-users.
Addressing customer needs, challenges, and opportunities to drive customer satisfaction and loyalty. Providing insights and feedback to drive product improvements and enhancements.
Staying informed about industry best practices and trends, applying insights to continuously improve the customer success function.
Analyzing customer data and usage patterns to identify at-risk customers and develop strategies to mitigate churn.
Partnering with the commercial team to identify opportunities for upselling and cross-selling additional products or services. Developing and implementing strategies to drive customer retention, expansion, and renewal.