Benefitfocus Client Relationship Manager, Health Plan

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. 

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: 

• Manage relationships with a portfolio of Health Plan customers through all stages of the customer lifecycle to maximize desired outcomes while increasing customer satisfaction and retention as reflected in annual NPS score
• Serve as a leader and mentor on the Health Plan team championing Benefitfocus core values and acting as a positive influence on peers.
• Directs and leads all internal teams, external vendors and other key partners to achieve results, raising issues to appropriate parties when required.
• Serve as the lead for the internal Benefitfocus operational team on behalf of the customer by motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team.
•   Retains clients, maintains sustainable relationships, and understands our suite of solutions to expand services by demonstrating a thorough understanding of client needs.   
• In partnership with the client, create an account plan that reflects strategic client business objectives.  
• Identifies key success measures for solutions within account and then manages to the plan. 
• Demonstrates strong upselling aptitude to secure product adoption that aligns with client objectives and drive client growth.
• Stays abreast of industry and technology trends. Educates and advocates for clients based on these trends and partners with Product on meeting customer’s needs via adoption and new functionality.
• Serve as a strategic partner/trusted advisor, understanding client needs and dynamics to identify how client business goals can be met and exceeded, and showcasing creative thinking to establish long-term client trust. 
• Partner closely with the Account Executive team to schedule onsite executive meetings for each account, cadenced 1:1s with Health Plan executives, and ensure ongoing strategic plans for accounts are being met with operational efficiency.
• Facilitate customer meetings that measure progress and business impact
• Maintains detailed account plan for each Health Plan containing path to green or maintenance of green health related to the client’s operational needs, contractual requirements, and long-term business needs.
• Demonstrates fundamental communication skills to facilitate client calls and resolve escalated interactions. 
• Own monthly review of accounts with all internal stakeholders and remediation of maintenance plan by recommending methods to improve performance regarding service level agreements, metrics and measurements, and business trends.
• Work with Account Executive team to complete and process change order requests, ensuring completion through cross-functional partnership with delivery.
• 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. 
• Manages program-level and team-wide projects, including the development and documentation of new processes/process improvements for the CRM team.
• Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure and leverage these teams as needed to maintain healthy and referenceable accounts.
•  Ability to convey complex messages across a wide range of audiences, both internally and externally. 
• 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. 
• Solution oriented mindset; proven ability to act independently to leverage resources to address and resolve customer issues at a senior level.
• Excellent written, verbal, interpersonal, and presentation skills with ability to work under pressure with resilience and tenacity. 

Preferred Knowledge & Experience: 

• Master’s degree, Six Sigma certification, PMP certification, etc. preferred
• 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, including appropriate adoption of platform capabilities. 

• Customer Satisfaction: Ensure maximum customer participation in relationship and transactional surveys; follow established closed loop processes to ensure resolution to any issue causing dissatisfaction. 
• Customer Health: Meet or exceed targeted customer health metrics.
• Regular and Proactive Communication: Execute quarterly business reviews to analyze support for each customer, agree on action plans for any outstanding issues to drive resolution, and drive adoption 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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