Benefitfocus Client Relationship Manager, Health Plan

About this role

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: 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.

The Contributions You’ll Make: • 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.

Minimum Knowledge & Experience: • 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.

Preferred Knowledge & Experience: • Master’s degree preferred. • Six Sigma, PMP, or other relevant professional certific

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