Benefitfocus Client Relationship Manager, Large Market

Voya Financial • Boston, MA

2d • $80,000 - $100,000 • Hybrid

About The Position

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. The Large-Market CRM is responsible for maintaining larger, more complex customer accounts, including triaging and promoting the resolution of occasional technical issues. 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.

Requirements

• 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.

Nice To Haves

• MBA
• PMP Certification and/or GBA/CEBS
• Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO.

Responsibilities

• Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle
• Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention.
• Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure.
• Demonstrates extensive knowledge of the platform and file processes.
• Demonstrates fundamental communication skills to facilitate client calls and resolve escalated interactions.
• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team.
• 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.
• Serve as a leader and mentor on the Channel Partners team championing Benefitfocus core values and acting as a positive influence on peers.
• Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CSM team.
• Host internal training sessions as needed and regularly share best practices to facilitate growth across the team.
• 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