Manager, Mid-Market Relationship Management

Voya Financial • Boston, MA

2d • Remote

About The Position

The Mid-Market Client Relationship Manager (CRM) Manager is a people leader responsible for leading, coaching, and developing a team of Mid-market CRMs to deliver an exceptional client experience that exceeds client and advisor expectations. This role is accountable for building a high-performing, engaged team with a strong focus on leadership, retention, and cross-serve growth, while ensuring consistent execution of Voya’s service strategy and operating standards across the book of business.

Requirements

• 10+ years of experience in client service relationship management for defined contribution plans, including 2+ years of people leadership (direct leadership preferred)
• Industry certifications and FINRA series 6 or 7 and 63, 24 or 26 licensing will be required
• Strong understanding of retirement plans (corporate and tax exempt) and a solid investment background
• Demonstrated ability to lead, coach, and retain high-performing teams; experience building talent pipelines and development plans
• Strong executive presence with exceptional interpersonal, presentation, and negotiation skills
• Excellent verbal and written communications skills
• Bachelor’s Degree or equivalent

Responsibilities

• Leads a team of Mid-market CRMs by setting clear expectations, reinforcing a client-first culture, and driving consistent execution of service strategy.
• Coaches to core behaviors (consultative leadership, proactive issue management, and disciplined follow-through) through 1:1s, pipeline/portfolio reviews, and call/meeting observations.
• Hires, onboards, and develops talent; creates development plans and succession coverage; recognizes performance and addresses performance gaps.
• Builds engagement and retention by ensuring manageable workloads, clear priorities, and a supportive, inclusive team environment.
• Accountable for retention results across the team’s portfolio by establishing retention rhythms (risk identification, save plans, competitive intel, and executive alignment) and ensuring CRMs execute against them.
• Provides leadership on escalations, service recovery, and complex client situations; partners with Legal, Pricing, Underwriting, Operations, and Sales to align on strategy.
• Oversees RFIs/RFPs/benchmarking activities for at-risk and strategic clients, ensuring quality, timeliness, and alignment to value proposition.
• Guides and approves renewal/pricing and contract negotiation strategies, including appropriate Service Level Agreements.
• Establishes standards for account planning, meeting strategy, and consultative delivery; ensures each CRM builds trust-based relationships with key stakeholders (Senior Executives, Treasury, HR/Benefits, Advisors, and TPAs).
• Reviews plan data, industry trends, and client objectives to ensure strategic recommendations on plan design, product adoption, and participant engagement are consistently delivered.
• Leads and coordinates cross-functional partners to execute service and strategic initiatives; tracks outcomes against agreed-to metrics and drives continuous improvement.
• Ensures disciplined project execution for complex activities (plan changes, conversions, enhancements), including scope, timelines, internal readiness, and client/advisor communications.
• Drives a repeatable cross-serve motion across the team’s portfolio by setting targets, coaching discovery, and ensuring CRMs identify and advance opportunities aligned to client needs.
• Partners closely with Sales and product leaders to position, scope, and implement solutions; removes blockers and ensures strong handoffs and client experience through execution.
• Ensures high-quality participation in finalist/renewal activities and supports the sales process as needed (strategy, messaging, executive presence).
• Reinforces a culture where retention and growth are delivered together through consultative value and measurable outcomes.

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%)
• Tuition reimbursement up to $5,250/year
• 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: Manager