Benefitfocus Client Relationship Manager

Together we fight for everyone’s opportunity for a better financial future.
We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.
Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.
Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now
About Benefitfocus:
Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs.
Get to Know the Opportunity:
The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus customers, with success measured through customer satisfaction, relationship health, and customer retention. The CRM provides continuity and helps ensure a seamless experience throughout all stages of the customer lifecycle. This role requires a strong understanding of benefits administration, technology, particularly SaaS, business process outsourcing, and strategic planning. As an extension of the customer’s team, the CRM helps customers drive desired outcomes while maximizing the value of their Benefitfocus solution.
The Large-Market CRM is responsible for maintaining larger, more complex customer accounts, including triaging and promoting the resolution of occasional technical issues.
This role is based near our Charleston office, with expected onsite presence on average up to 2 days per week to support team and business priorities.
The Contributions You’ll Make:
Build and maintain relationships with a portfolio of Employer customers throughout all stages of the customer lifecycle, maximizing desired customer outcomes while increasing satisfaction and retention.
Stay abreast of industry and technology trends and educate and advocate for customers based on those trends.
Demonstrate effective command of Benefitfocus governance and decision-making processes, products and solutions, organizational structures, and technology infrastructure.
Demonstrate extensive knowledge of the Benefitfocus platform and file processes.
Apply effective communication skills to facilitate client calls and resolve escalated interactions.
Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work.
Drive annual open enrollment success by partnering with customers to develop actionable plans with assigned owners, timelines, and measurements while anticipating and removing roadblocks and orchestrating multiple resources.
Serve as a leader and mentor on the Channel Partners team, championing Benefitfocus core values and acting as a positive influence on peers.
Manage program-level and team-wide projects, including developing and documenting new processes and process improvements for the CSM team.
Host internal training sessions as needed and regularly share best practices to facilitate growth across the team.
Participate in and drive quarterly business reviews to assess customer support, establish action plans for outstanding issues, and highlight upcoming release features that can add customer value.
Support customer satisfaction efforts by encouraging participation in relationship and transactional surveys and following established closed-loop processes to address issues driving dissatisfaction.
Meet or exceed targeted customer retention metrics.
Perform other duties as assigned.
Minimum Knowledge & Experience:
10+ years of experience in Customer Success, Account Management, or a related role.
Successful experience managing a portfolio of customers consisting of companies with a high level of complexity, focus, and intensity.
Bachelor's degree required.
Preferred Knowledge & Experience:
MBA preferred.
PMP certification and/or GBA/CEBS preferred.
Industry knowledge and experience highly preferred in one or more of the following areas: insurance, benefits administration, benefits consulting, SaaS, healthcare, and/or business process outsourcing (BPO).
How This Role Aligns to Our Core Four:
Voya’s Core Four reflect how we deliver for our customers, strengthen our teams, and execute with excellence, and this role brings those expectations to life through trusted client partnership and disciplined account leadership.
Instill Customer Obsession: Build trusted relationships, proactively address customer needs, and drive satisfaction, retention, open enrollment success, and the outcomes customers expect from their Benefitfocus solution.
Transform with Automation/AI: Leverage technology, automation, and AI-enabled capabilities responsibly to reduce friction, strengthen insights, and help customers maximize the value of their Benefitfocus solution.
Drive Higher Performance Through Our People: Lead cross-functional customer teams, mentor peers, share best practices, and create clear ownership and accountability for customer commitments.
Execute on the Fundamentals: Apply disciplined governance, project planning, platform and file-process expertise, and proactive issue management to consistently deliver a high-quality customer experience.
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Compensation Pay Disclosure:
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.
The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.
Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
$95,000 - $105,000
Be Well. Stay Well.
Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.
What We Offer
Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year
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