Client Relationship Manager, Market

Responsibilities

• Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle.
• Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention.
• Stay abreast of industry and technology trends.
• Educate and advocate for customers on the basis of these trends.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure.
• Demonstrate extensive knowledge of the platform and file processes.
• Demonstrate fundamental communication skills to facilitate client calls and resolve escalated interactions.
• Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team.
• Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources.

• B.S. or B.A. required.
• 10+ years’ experience in Customer Success, Account Management or related roles.
• Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity.