Benefitfocus Client Relationship Manager, Enterprise

Voya Financial, Inc.; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Client Relationship Manager, where you'll develop high-trust relationships with customers and ensure their success through strategic planning and effective communication. This role is pivotal in enhancing customer satisfaction and retention while navigating the complexities of benefits administration and technology. With a focus on collaboration and innovation, you'll lead internal teams to deliver exceptional service and drive project success during open enrollment periods. If you're passionate about making a difference in people's financial futures and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) with Company Match

Paid Time Off

Paid Volunteer Time

Qualifications

• 10+ years of experience in Customer Success or Account Management roles.
• Proven ability to manage complex customer portfolios effectively.

Responsibilities

• Build and maintain relationships with Employer customers throughout the lifecycle.
• Drive annual open enrollment success and manage program-level projects.

Skills

Customer Success

Account Management

Relationship Building

Communication Skills

Strategic Planning

Education

Bachelor's Degree

MBA

Tools

SaaS

Benefits Administration Software

Job description

Benefitfocus Client Relationship Manager, Enterprise

Apply locations United States-Remote time type Full time posted on Posted 4 Days Ago job requisition id JR0030175

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.

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.

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 Enterprise CRM is responsible for maintaining larger, more complex customer accounts, including triaging and promoting the resolution of occasional technical issues.

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.
• Demonstrate extensive knowledge of the platform and file processes.
• Demonstrate 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.
• Manage 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:

• B.S. or B.A. required.
• 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:

• 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:

• 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.

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 based on the role to reward the achievement of annual performance objectives.

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.

$80,000-$110,000

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

Equal Employment Opportunity:

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations:

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations.