Get to Know the Opportunity:

The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health and customer retention. The CRM provides continuity and ensures a seamless experience spanning all stages of the customer lifecycle. This role requires a strong understanding of benefits administration, technology (particularly SaaS), business process outsourcing and strategic planning. The Client Relationship Manager is an extension of his/her customer's team, helping them to drive their 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.

Please Note: Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule.

The Contributions You'll Make:

• Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention.
• Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure.
• Demonstrates extensive knowledge of the platform and file processes.
• Demonstrates fundamental 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 generated by the team.
• Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps 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.
• Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CSM team.
• Host internal training sessions as needed and regularly share best practices to facilitate growth across the team.
• Other duties as assigned.

Minimum Knowledge & Experience:

• 10+ years' experience in Customer Success, Account Management or related roles.
• Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity.

Preferred Knowledge & Experience:

• B.S. or B.A. required.
• MBA
• PMP Certification and/or GBA/CEBS
• Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO.

Success Measures: The success of a Client Relationship Manager is ultimately measured by their ability to drive the desired outcomes of our customers while maximizing the value of their Benefitfocus solution.

• Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed loop follow up processes to ensure resolution to any issue causing dissatisfaction.
• Customer Retention Rates: Meet or exceed targeted customer retention metrics.
• Regular and Proactive Communication: Participate in and drive quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and provide insight on upcoming release features that will add value for the customer.
• Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed for a smooth OE experience for members and Employer partners.

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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.

$90,000 - $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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills