Benefitfocus Client Relationship Manager, Health Plan

## 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…