Benefitfocus Client Relationship Consultant

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

Get to Know the Opportunity:

The Benefitfocus Client Relationship Consultant (CRC) plans and oversees account level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
 

 This is a 100% remote position with occasional travel - selected candidate must reside in the United States.

The Contributions You Will Make:

• Build and maintain strategic relationships with complex customers with large books of business
• Demonstrate knowledge of customer's business needs and show ability to understand Customer's needs relative to new products, etc.
• Initiate strong partnerships with internal stakeholders
• Serves as a champion for our core values and best practices
• Host, lead and participate in regularly scheduled client meetings and on demand meetings
• Demonstrates fundamental communication and soft skills needed to facilitate client calls and interactions without involvement by leadership
• CRC should be well-versed and confident in tactfully delivering unfavorable messages, including providing alternative solutions and action plans.
• CRC should possess the ability to receive technical messages and convert them into easily understandable, client-facing messages without involvement from outside parties.
• Demonstrates extensive knowledge of business standards and what procedures should be executed when constructing solutions to meet client needs outside of them.
• Demonstrates the ability to manage both revenue generating and non-revenue generating projects successfully through on time delivery
• CRC demonstrates the ability to pull together complex project schedules, when needed, to facilitate client business rule changes, change proposals, and defect mitigation requests
• Demonstrates the ability to facilitate client level escalations successfully through resolution without involvement from leadership
• Facilitates annual strategic planning with customers ahead of open enrollment season
• Other duties as assigned

Minimum Knowledge & Experience:

• 5+ years of customer management experience
• MS Office with strong Excel knowledge
• Strong organizational, analytical and problem-solving skills
• Strong communication skills
• Strong Time Management skills
• Independent self-starter who things proactively.
• Creatively and effectively works on complex issues with depth of knowledge and influence
• Able to convey information with leadership in a professional manner

Preferred Knowledge: