Benefitfocus Client Relationship Consultant, Mid-Market

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:

Benefitfocus is searching for a Client Relationship Consultant to join our Customer Success Organization.  This is a remote role.  The Mid-market Client Relationship Consultant (CRC) is responsible for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health and customer retention. The CRC 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 Consultant is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Benefitfocus solution.

This candidate should be located in the Eastern or Central US time zones in order to accommodate assigned customer hours.

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:

• Demonstrates extensive knowledge of the platform and file processes.
• Demonstrates fundamental communication and soft skills needed to facilitate client calls and interactions without involvement from leadership.
• CRC should be well-versed in tactfully delivering unfavorable messages, including providing alternative solutions.
• CRC should possess the ability to receive technical messages and convert them into easily understandable, client-facing messages with minimal involvement from outside parties.
• Demonstrates extensive knowledge of Medical Carrier and BenefitPlace Partner Standards, including how to construct and execute non-standard solutions within current business processes.
• OP365 case submission process and workflow.
• Health Process.
• Change Request Process.
• Escalation Process.
• Open Enrollment Readiness and Program Management.
• Governance Execution.
• Demonstrates the ability to solution through non-standard client requests, without involvement from leadership.
• Demonstrates the ability to identify and pursue non-standard client requests and carry the requests through the contracting process without involvement from leadership.
• Other duties as assigned.

Minimum Knowledge & Experience:

• 3-5 years of related experience in benefits administration and client management.
• Bachelor’s Degree strongly preferred.
• Excellent written and verbal communication skills.