The posting
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 certifications preferred.
- Industry experience within Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or Business Process Outsourcing (BPO) environments strongly preferred.
- Experience supporting Health Plan customers and navigating complex enterprise client environments preferred.
How This Role Aligns to Our Core Four:
At Voya, our Core Four guide how we show up for our customers, colleagues, and business every day. This role contributes to those expectations by serving as a trusted advisor to Health Plan customers while driving long-term business success and operational excellence.
- Instill Customer Obsession – Build trusted relationships, understand customer goals, and proactively deliver solutions that improve satisfaction, retention, and business outcomes.
- Transform with Automation/AI – Leverage technology, platform capabilities, data insights, and emerging tools to improve customer adoption, streamline processes, and create greater value.
- Drive Higher Performance Through Our People – Foster collaboration across internal teams, partners, and stakeholders to ensure accountability, alignment, and successful customer outcomes.
- Execute on the Fundamentals – Deliver consistent account management, operational discipline, Open Enrollment readiness, and service excellence while effectively managing risk and customer commitments.
#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.
$85,000 - $95,000
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.
Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.
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