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.

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Get to Know the Opportunity: 

The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus Health Plan 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 measuremen