Benefitfocus Client Relationship Manager, Public Sector

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

About Benefitfocus, a Voya Company 

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers. Benefitfocus supports millions of consumers through an integrated portfolio of products and services that enable clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides a single destination for consumers to access and manage their benefits. Solutions support the administration of medical, dental, voluntary benefits, wellness programs, and more. 

Get to Know the Opportunity: 

The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus customers, with success measured through customer satisfaction, relationship health, and customer retention. The CRM provides continuity and helps ensure a seamless experience across all stages of the customer life cycle. 

This role requires a strong understanding of benefits administration, technology, particularly SaaS, business process outsourcing, and strategic planning. The Client Relationship Manager serves as an extension of the customer’s team, helping customers achieve their desired outcomes while maximizing the value of their Benefitfocus solution. 

This role is fully remote, with no regular in-office requirements. 

The Contributions You’ll Make: 

• Build and maintain relationships with a portfolio of customers and/or vendors throughout all stages of the customer lifecycle, maximizing desired outcomes while increasing customer satisfaction and retention. 

• Lead ongoing operations meetings to address critical topics and projects, provide training, and work with vendors to support customers’ ongoing business needs and expectations related to the platform. 

• Stay abreast of industry and technology trends and educate and advocate for vendors based on relevant developments. 

• Demonstrate effective command of Benefitfocus governance and decision-making processes, products and solutions, organizational structures, and technology infrastructure. 

• Lead the internal Benefitfocus team on behalf of the customer by motivating and coordinating cross-functional partners, anticipating and addressing needs, and ensuring the highest possible quality of work. 

• Drive annual open enrollment success by partnering with customers to develop actionable plans with assigned owners, timelines, and measurements, while anticipating and removing roadblocks and orchestrating multiple resources. 

• Meet or exceed targeted customer retention metrics by proactively managing customer relationships, needs, and desired outcomes. 

• Perform other duties as assigned. 

• Own and manage a defined book of vendors on behalf of the customer to ensure operational success. 

Minimum Knowledge & Experience: 

• High School Diploma or GED required; bachelor’s degree preferred. High School Diploma/GED +2 years’ experience may be considered in lieu of a bachelor’s degree. 

• 10+ years of experience in Customer Success, Vendor Management, Account Management, or related roles. 

• Demonstrated success managing a portfolio of customers consisting of companies with a high level of complexity, focus, and intensity. 

• Proven ability to establish, maintain, and grow broad and deep relationships within customer accounts. 

• Ability to uncover how a customer defines success and aligns that vision with the Benefitfocus solution to support a long-term, mutually beneficial partnership. 

• Ability to anticipate, identify, and meet customers’ needs. 

• Ability to develop strategies that drive success by delivering value and insights relevant and unique to each customer. 

Preferred Knowledge & Experience: 

• Industry knowledge and experience in Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO is highly preferred. 

How This Role Aligns to Our Core Four: 

Voya’s Core Four represents how we deliver for our customers and one another, and this role brings those expectations to life through trusted relationships, thoughtful use of technology, strong collaboration, and disciplined execution. 

• Instill Customer Obsession: Build trusted relationships, understand each customer’s definition of success, and proactively address needs to improve satisfaction, outcomes, and retention. 

• Transform with Automation/AI: Leverage available technology, automation, and AI capabilities to reduce friction, strengthen insights, and help customers maximize the value of their Benefitfocus solution. 

• Drive Higher Performance Through Our People: Coordinate and motivate cross-functional Benefitfocus teams around clear customer priorities, ownership, timelines, and desired outcomes. 

• Execute on the Fundamentals: Drive disciplined execution across operations, quarterly business reviews, issue resolution, and open enrollment planning to deliver consistent, high-quality customer experiences. 

#LI-LH1 

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• 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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.