Benefitfocus Client Relationship Manager, Health Plan

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, 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. 

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: 

• Manage relationships with a portfolio of Health Plan customers through all stages of the customer lifecycle to maximize desired outcomes while increasing customer satisfaction and retention as reflected in annual NPS score
• Serve as a leader and mentor on the Health Plan team championing Benefitfocus core values and acting as a positive influence on peers.
• Directs and leads all internal teams, external vendors and other key partners to achieve results, raising issues to appropriate parties when required.
• Serve as the lead for the internal Benefitfocus operational team on behalf of the customer by motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team.
•   Retains clients, maintains sustainable relationships, and understands our suite of solutions to expand services by demonstrating a thorough understanding of client needs.   
• In partnership with the client, create an account plan that reflects strategic client business objectives.  
• Identifies key success measures for solutions within account and then manages to the plan. 
• Demonstrates strong upselling aptitude to secure product adoption that aligns with client objectives and drive client growth.
• Stays abreast of industry and technology trends. Educates and advocates for clients based on these trends and partners with Product on meeting customer’s needs via adoption and new functionality.
• Serve as a strategic partner/trusted advisor, understanding client needs and dynamics to identify how client business goals can be met and exceeded, and showcasing creative thinking to establish long-term client trust. 
• Partner closely with the Account Executive team to schedule onsite executive meetings for each account, cadenced 1:1s with Health Plan executives, and ensure ongoing strategic plans for accounts are being met with operational efficiency.
• Facilitate customer meetings that measure progress and business impact
• Maintains detailed account plan for each Health Plan containing path to green or maintenance of green health related to the client’s operational needs, contractual requirements, and long-term business needs.
• Demonstrates fundamental communication skills to facilitate client calls and resolve escalated interactions. 
• Own monthly review of accounts with all internal stakeholders and remediation of maintenance plan by recommending methods to improve performance regarding service level agreements, metrics and measurements, and business trends.
• Work with Account Executive team to complete and process change order requests, ensuring completion through cross-functional partnership with delivery.
• 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. 
• Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CRM team.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure and leverage these teams as needed to maintain healthy and referenceable accounts.
•  Ability to convey complex messages across a wide range of audiences, both internally and externally. 
• 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. 
• Solution oriented mindset; proven ability to act independently to leverage resources to address and resolve customer issues at a senior level.
• Excellent written, verbal, interpersonal, and presentation skills with ability to work under pressure with resilience and tenacity. 

Preferred Knowledge & Experience: 

• Master’s degree, Six Sigma certification, PMP certification, etc. preferred
• 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, including appropriate adoption of platform capabilities. 

• Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed loop processes to ensure resolution to any issue causing dissatisfaction. 
• Customer Health: Meet or exceed targeted customer health metrics.
• Regular and Proactive Communication: Execute quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and drive adoption 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.

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 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.

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