Benefitfocus Client Relationship Manager, Large Market

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs. 

Get to Know the Opportunity:

The Client Relationship Manager (CRM) is responsible for developing high-trust relationships with Benefitfocus customers, measured through customer satisfaction, relationship health and customer retention. The CRM provides continuity and ensures a seamless experience spanning all stages of the customer lifecycle. This role requires a strong understanding of benefits administration, technology (particularly SaaS), business process outsourcing and strategic planning. The Client Relationship Manager is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Benefitfocus solution.

The Large-Market CRM is responsible for maintaining larger, more complex customer accounts, including triaging and promoting the resolution of occasional technical issues.

Please Note:  Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule. 

The Contributions You’ll Make:

• 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.
• Demonstrates extensive knowledge of the platform and file processes.
• Demonstrates 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.
• Serve as a leader and mentor on the Channel Partners team championing Benefitfocus core values and acting as a positive influence on peers.
• Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CSM team.
• Host internal training sessions as needed and regularly share best practices to facilitate growth across the team.
• Other duties as assigned.

Minimum Knowledge & Experience:

• 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.

Preferred Knowledge & Experience:

• MBA
• PMP Certification and/or GBA/CEBS
• Industry knowledge and experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO.

Success Measures: The success of a Client Relationship Manager is ultimately measured by their ability to drive the desired outcomes of our customers while maximizing the value of their Benefitfocus solution.

• Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed loop follow up processes to ensure resolution to any issue causing dissatisfaction.
• Customer Retention Rates: Meet or exceed targeted customer retention metrics.
• Regular and Proactive Communication: Participate in and drive quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and provide insight on upcoming release features that will add value for the customer.
• Open Enrollment Success: Drive the project planning for Open Enrollment and ensure that all milestones and key deliverables are accounted for and managed for a smooth OE experience for members and Employer partners.

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