Mid-Market Client Relationship Manager

Voya Financial, Inc.; Pittsburgh (Allegheny County); Remote; USD 100,000 - 157,000; Full time

Job summary

Voya Financial, Inc. in the United States seeks a Client Relationship Manager to ensure service delivery meets client expectations and to lead cross-functional teams.

Key duties include developing trust-based relationships with senior client stakeholders, managing renewals and negotiations, coordinating plan enhancements, and driving growth through Voya’s recordkeeping solutions. Travel 35–50% and position supports work from home nationwide.

Qualifications

• 6+ years of experience in client service relationship management for defined contribution plans.
• State insurance license must be obtained within 60-days of hire
• Strong understanding of 401(k) plans and investment background
• Strong client management experience and skills
• Strong interpersonal, presentation, and negotiation skills
• Excellent verbal and written communications skills
• Bachelor’s Degree or equivalent
• Travel – 35–50% of time; Nationwide coverage
• This position is work from home in a location that can cover the designated territory
• Industry certifications and FINRA series 6 or 7 and 63 licensing required

Responsibilities

• Meets with client key stakeholders to develop trust-based relationships within client organizations, including Senior Executives, Treasury, Human Resources, Benefits, and Advisors.
• Leads cross-functional service team to execute against the plan and report on effectiveness based on agreed-to metrics.
• Responsible for client retention and manages RFIs, RFPs, and benchmarking exercises for clients.
• Negotiates appropriate Service Level Agreements and contract terms.
• Identifies business opportunities for organic growth and cross-sale of other Voya recordkeeping products.

Skills

Client relationship management

Interpersonal skills

Negotiation skills

Presentation skills

Communication skills

401(k) knowledge

Education

Bachelor’s Degree or equivalent

Job description

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.

Profile Summary: This position can be work at home or any Voya location.

The Client Relationship Manager (CRM) is an individual contributor responsible for ensuring that that the delivery of our service strategy exceeds and/or meets our clients’ expectations. CRM is measured on client satisfaction, retention and plan optimization.

Profile Description

• Relationship Management: Meets with client key stakeholders to develop trust-based relationships within client organizations, including Senior Executives, Treasury, Human Resources, Benefits, Advisors, and TPAs. Consults with clients and brokers on investment issues including performance, diversification, style and suitability. Attends Plan Investment and Administrative Committee meetings as appropriate. Analyzes plan data and industry trends and develops a strategic plan around plan design, product and participant engagement solutions to meet clients’ needs. Leads Voya’s cross-functional service team to execute against the plan and report on effectiveness based on agreed-to metrics.
• Client Retention and Contract Negotiations: Responsible for client retention and manages RFIs, RFPs, and benchmarking exercises for clients. Manages contract negotiations for existing clients. Responsible for pricing strategy, contract preparation and signing. Negotiates appropriate Service Level Agreements.
• Project Management: Responsible for coordinating internal resources for client enhancement project work. Works with internal teams to establish live dates and scope out the project details. Responsible for negotiating project costs to clients and managing expectations concerning implementation dates.
• Client Growth: Identifies business opportunities for both organic growth and cross-sale of other Voya recordkeeping products and works within the Voya organization to develop, position, close and implement these solutions. Contributes to the development of RFP responses and participates in the sales process for new 401(k) business. Fully understands all details of Voya’s recordkeeping offering for potential clients, and presents them in a way that best positions Voya to highlight its differentiated value proposition.

Knowledge & Experience

• 6+ years of experience in client service relationship management for defined contribution plans
• State insurance license must be obtained within 60-days of hire
• Strong understanding of 401(k) plans as well as a solid investment background
• Strong Client Management experience and skills
• Strong interpersonal, presentation, and negotiation skills
• Excellent verbal and written communications skills
• Bachelor’s Degree or equivalent
• Travel – 35 – 50% of time; Locations – Nation-wide
• This position is work from home in a location that can cover the designated territory
• Industry certifications and FINRA series 6 or 7 and 63 licensing required

***Prefer West and Southeast, but open to Northeast, South, Mid-Atlantic***

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 offers 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.

$100,070 - $157,470 USD

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%)
• Tuition reimbursement up to $5,250/year
• 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

• 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 About Critical Skills

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. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

Misuse of Voya's name in fraud schemes