Benefitfocus Client Relationship Manager, Public Sector

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.

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers. Benefitfocus supports millions of consumers through an integrated portfolio of products and services that enable clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user-friendly interface and consumer‑centric design, the Benefitfocus Platform provides a single destination for consumers to access and manage their benefits.

Solutions support the administration of medical, dental, voluntary benefits, wellness programs, and more.

The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus customers, with success measured through customer satisfaction, relationship health, and customer retention. The CRM provides continuity and helps ensure a seamless experience across all stages of the customer life cycle.

This role requires a strong understanding of benefits administration, technology, particularly SaaS, business process outsourcing, and strategic planning. The Client Relationship Manager serves as an extension of the customer’s team, helping customers achieve their desired outcomes while maximizing the value of their Benefitfocus solution.

This role is fully remote, with no regular in-office requirements.

• Build and maintain relationships with a portfolio of customers and/or vendors throughout all stages of the customer lifecycle, maximizing desired outcomes while increasing customer satisfaction and retention.
• Lead ongoing operations meetings to address critical topics and projects, provide training, and work with vendors to support customers’ ongoing business needs and expectations related to the platform.
• Stay abreast of industry and technology trends and educate and advocate for vendors based on relevant developments.
• Demonstrate effective command of Benefitfocus governance and decision‑making processes, products and solutions, organizational structures, and technology infrastructure.
• Lead the internal Benefitfocus team on behalf of the customer by motivating and coordinating cross‑functional partners, anticipating and addressing needs, and ensuring the highest possible quality of work.
• Drive annual open enrollment success by partnering with customers to develop actionable plans with assigned owners, timelines, and measurements, while anticipating and removing roadblocks and orchestrating multiple resources.
• Meet or exceed targeted customer retention…