Benefitfocus Client Relationship Manager, Health Plan

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.

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

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 have

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

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