Client Relationship Manager, Health Plan

🔥 0 minutes ago

🦌 Connecticut, New York, +4 more states – Remote

🦌 Connecticut – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote

💵 $85k - $95k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💰 Account Manager

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Voya Financial

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1998

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Voya Financial is a leading financial services company that provides a wide range of retirement, investment, and insurance products to help individuals, families, and institutions plan, invest, and protect their future. With a focus on retirement savings and workplace benefits, Voya connects benefits and savings to simplify financial experiences and enhance financial security. The company is committed to making a positive difference by serving others through its unique culture, and has been recognized for its values and customer-centric approach. Voya also engages in initiatives like the Voya Behavioral Finance Institute for Innovation to further its mission of transforming financial care in the workplace.

📋 Description

• 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 other duties as assigned.

🎯 Requirements

• Bachelor's degree required. • 10+ years of experience in Customer Success, Account Management, Client Relationship Management, or related customer-facing roles. • Proven success managing a portfolio of complex strategic customers with high visibility and business impact. • Strong understanding of customer relationship management practices and customer lifecycle management. • Solution-oriented mindset with the ability to work independently and leverage resources to resolve customer issues at a senior level. • Excellent written, verbal, interpersonal, facilitation, and presentation skills. • Ability to influence cross-functional teams and build credibility with executive-level stakeholders. • Experience working in fast-paced environments requiring resilience, adaptability, and strong problem-solving capabilities. • Master’s degree preferred. • Six Sigma, PMP, or other relevant professional certifications preferred. • Industry experience within Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or Business Process Outsourcing (BPO) environments strongly preferred. • Experience supporting Health Plan customers and navigating complex enterprise client environments preferred.

🏖️ Benefits

• Health, dental, vision and life insurance plans • 401(k) Savings plan – with generous company matching contributions (up to 6%) • Voya Retirement Plan – employer paid cash balance retirement plan (4%) • Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. • Paid volunteer time — 40 hours per calendar year