Strategic Client Success Manager

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

Mid-Market CRM Role

The Client Relationship Manager (CRM) is an individual contributor responsible for ensuring that that the delivery of our service strategy exceeds and/or meets our clients’ expectations. CRM is measured on client satisfaction, retention and plan optimization.

Position Responsibilities

Relationship Management: Meets with client key stakeholders to develop trust-based relationships within client organizations, including Senior Executives, Treasury, Human Resources, Benefits, Advisors, and TPAs. Consults with clients and brokers on investment issues including performance, diversification, style, and suitability. Attends Plan Investment and Administrative Committee meetings as appropriate. Analyzes plan data and industry trends and develops a strategic plan around plan design, product, and participant engagement solutions to meet clients’ needs.

Leads Voya’s cross-functional service team to execute against the plan and report on effectiveness based on agreed-to metrics.

Client Retention and Contract Negotiations:
Responsible for client retention and manages RFIs, RFPs, and benchmarking exercises for clients. Manages contract negotiations for existing clients. Responsible for pricing strategy, contract preparation and signing. Negotiates appropriate Service Level Agreements.

Strategic Account Management: Through consultative engagement works with clients to understand their labor and benefits strategies. Analyzes plan data and industry trends and develops a strategic plan of plan design, product and participant engagement solutions to meet those needs. Leads Voya’s cross-functional service team to execute against the plan.

Project Management. Works with internal teams to establish live dates and scope out the project details. Responsible for negotiating project costs to clients and managing expectations concerning implementation dates.

Client Growth: Identifies business opportunities for both organic growth and cross-sale of other Voya products and solutions and works within the Voya organization to develop, position, close and implement these solutions. Contributes to the development of RFP responses and participates in the sales process for new Retirement business. Fully understands all details of Voya’s offering for potential clients, and presents them in a way that best positions Voya to highlight its differentiated value proposition.

Knowledge And Experience

6+ years of experience in client service relationship management for defined contribution plans

Industry certifications and FINRA series 6 or 7 and 63 licensing will be required

Strong understanding of retirement plans both corporate and tax exempt as well as a solid investment background

Strong Client Management Experience And Skills

Strong interpersonal, presentation, and negotiation skills

Excellent verbal and written communications skills

Bachelor’s Degree or equivalent

Travel – 25 – 40% of time;
Locations – Nation-wide

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