Benefitfocus Client Relationship Manager, Public Sector

NAC Voya Services Company; United States; Remoto; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Benefitfocus, Inc., a Voya company, seeks a Client Relationship Manager (CRM) to cultivate high-trust relationships with customers, ensuring satisfaction, retention, and healthy relationship metrics. This fully remote role supports Benefitfocus clients and vendors, driving value from SaaS offerings and services.

The CRM acts as the customer’s extension, aligning outcomes with solution capabilities, strategizing with cross-functional teams, and guiding customers to achieve their objectives while

Competenze

• High School Diploma or GED; bachelor's degree preferred.
• 10+ years in Customer Success, Vendor Management, Account Management, or related roles.
• Proven ability to manage a portfolio of complex, high-demand customers.
• Ability to establish and grow relationships within customer accounts.
• Ability to align customer success with Benefitfocus solutions for long-term partnerships.
• Ability to anticipate and meet customer needs.

Mansioni

• Build and maintain relationships with a portfolio of customers and/or vendors across all lifecycle stages.
• Lead ongoing operations meetings, provide training, and coordinate with vendors.
• Stay informed on industry and technology trends relevant to customers.

Conoscenze

Customer success

Vendor management

Account management

Relationship building

Strategic planning

Formazione

Bachelor's degree

High School Diploma or GED +2 years experience

Descrizione del lavoro

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?

About Benefitfocus, a Voya Company

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers. Benefitfocus supports millions of consumers through an integrated portfolio of products and services that enable clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides a single destination for consumers to access and manage their benefits. Solutions support the administration of medical, dental, voluntary benefits, wellness programs, and more.

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 across all stages of the customer life cycle.

This role requires a strong understanding of benefits administration, technology, particularly SaaS, business process outsourcing, and strategic planning. The Client Relationship Manager serves as an extension of the customer's team, helping customers achieve their desired outcomes while maximizing the value of their Benefitfocus solution.

This role is fully remote, with no regular in-office requirements.

The Contributions You'll Make:

• Build and maintain relationships with a portfolio of customers and/or vendors throughout all stages of the customer lifecycle, maximizing desired outcomes while increasing customer satisfaction and retention.
• Lead ongoing operations meetings to address critical topics and projects, provide training, and work with vendors to support customers' ongoing business needs and expectations related to the platform.
• Stay abreast of industry and technology trends and educate and advocate for vendors based on relevant developments.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products and solutions, organizational structures, and technology infrastructure.
• Lead the internal Benefitfocus team on behalf of the customer by motivating and coordinating cross-functional partners, 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.
• Meet or exceed targeted customer retention metrics by proactively managing customer relationships, needs, and desired outcomes.
• Perform other duties as assigned.
• Own and manage a defined book of vendors on behalf of the customer to ensure operational success.

Minimum Knowledge & Experience:

• High School Diploma or GED required; bachelor's degree preferred. High School Diploma/GED +2 years' experience may be considered in lieu of a bachelor's degree.
• 10+ years of experience in Customer Success, Vendor Management, Account Management, or related roles.
• Demonstrated success managing a portfolio of customers consisting of companies with a high level of complexity, focus, and intensity.
• Proven ability to establish, maintain, and grow broad and deep relationships within customer accounts.
• Ability to uncover how a customer defines success and aligns that vision with the Benefitfocus solution to support a long-term, mutually beneficial partnership.
• Ability to anticipate, identify, and meet customers' needs.
• Ability to develop strategies that drive success by delivering value and insights relevant and unique to each customer.

Preferred Knowledge & Exper