Benefitfocus Client Relationship Manager, Health Plan

Voya Financial • Atlanta, MA

1d • $85,000 - $95,000 • Remote

About The Position

Benefitfocus, a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers. Our integrated platform enables clients to shop, enroll, manage, and exchange benefits information more efficiently through a consumer-centric experience. 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. This role provides continuity across all stages of the customer lifecycle and serves as a strategic partner focused on helping customers achieve desired business outcomes while maximizing the value of their Benefitfocus solutions. This role is fully remote, with no regular in-office requirement.

Requirements

• Bachelor's degree required.
• 10+ years of experience in Customer Success, Account Management, Client Relationship Management, or related customer-facing roles.
• Proven success managing a portfolio of complex strategic customers with high visibility and business impact.
• Strong understanding of customer relationship management practices and customer lifecycle management.
• Solution-oriented mindset with the ability to work independently and leverage resources to resolve customer issues at a senior level.
• Excellent written, verbal, interpersonal, facilitation, and presentation skills.
• Ability to influence cross-functional teams and build credibility with executive-level stakeholders.
• Experience working in fast-paced environments requiring resilience, adaptability, and strong problem-solving capabilities.

Nice To Haves

• Master’s degree preferred.
• Six Sigma, PMP, or other relevant professional certifications preferred.
• Industry experience within Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or Business Process Outsourcing (BPO) environments strongly preferred.
• Experience supporting Health Plan customers and navigating complex enterprise client environments preferred.

Responsibilities

• Manage relationships with a portfolio of Health Plan customers across all stages of the customer lifecycle to maximize customer outcomes, satisfaction, and retention.
• Serve as a leader and mentor within the Health Plan team, championing Benefitfocus core values and fostering a positive team culture.
• Direct and coordinate internal teams, external vendors, and strategic partners to achieve customer objectives, escalating risks and issues as appropriate.
• Act as the primary liaison for the internal operational team on behalf of the customer, ensuring alignment, accountability, and delivery excellence.
• Retain clients and cultivate sustainable relationships while identifying opportunities to expand solution adoption aligned to customer needs.
• Partner with customers to create and maintain strategic account plans that support business objectives and long-term success.
• Define and track key success measures for customer solutions and ensure execution against established plans.
• Demonstrate strong consultative and upselling capabilities to drive product adoption, customer growth, and business value.
• Stay current on industry, healthcare, benefits administration, and technology trends and advocate for customer needs through collaboration with Product and internal stakeholders.
• Serve as a trusted advisor, proactively identifying opportunities to help customers achieve and exceed business goals.
• Partner closely with Account Executives to coordinate executive business reviews, leadership meetings, and strategic account planning activities.
• Facilitate customer meetings to review progress, business impact, adoption, and ongoing opportunities for improvement.
• Maintain detailed account health plans, ensuring alignment with operational needs, contractual obligations, and long-term business priorities.
• Lead customer escalations and facilitate effective communication and resolution across internal and external stakeholders.
• Conduct monthly account reviews with internal teams, driving remediation plans and recommending improvements to service levels, operational metrics, and business outcomes.
• Partner with Account Executives and cross-functional teams to complete and execute change orders and customer enhancement requests.
• Lead annual Open Enrollment planning and execution activities by coordinating stakeholders, managing milestones, mitigating risks, and ensuring successful outcomes.
• Manage team-wide and program-level initiatives, including process improvement efforts and documentation of new CRM best practices.
• Demonstrate strong knowledge of Benefitfocus products, governance processes, organizational structures, and technology capabilities to effectively support customer success.
• Communicate complex business and technical concepts effectively to a variety of internal and external audiences.
• Perform other duties as assigned.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior