Client Relationship Manager

This is a fully remote position, open to applicants in New York, +4 more locations.

📋 Description

• Establish and nurture relationships with a portfolio of Employer clients throughout all phases of the customer lifecycle.

• Oversee customer relationships to enhance desired outcomes, satisfaction, and retention.

• Keep up-to-date with industry and technology trends, educating and advocating for customers.

• Exhibit comprehensive knowledge of Benefitfocus governance, decision-making processes, products, solutions, organizational structures, and technology infrastructure.

• Show in-depth understanding of the platform and file processes.

• Facilitate client calls and address escalated interactions.

• Lead the internal Benefitfocus team on behalf of the client, coordinating across departments to ensure high-quality deliverables.

• Successfully manage annual open enrollment through planning, milestones, responsibilities, timelines, and performance metrics.

• Act as a leader and mentor within the Channel Partners team.

• Oversee program-level and team-wide projects, including new processes and enhancements.

• Conduct internal training sessions and disseminate best practices.

• Engage in and drive quarterly business reviews, action plans, and resolution of customer issues.

• Additional duties as assigned.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or similar fields.

• Proven success in managing a complex portfolio of customers with a high level of focus and intensity.

• Bachelor’s degree (B.S. or B.A.) is required.

• MBA preferred.

• PMP Certification and/or GBA/CEBS is advantageous.

• Strong industry knowledge and experience is highly preferred in areas such as Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or BPO.

🏝️ Benefits

• Comprehensive health, dental, vision, and life insurance plans.

• 401(k) Savings plan with generous company matching contributions (up to 6%).

• Voya Retirement Plan – employer-funded cash balance retirement plan (4%).

• Paid time off, which includes 20 days of paid leave, nine paid company holidays, and a flexible Diversity Celebration Day.

• Paid volunteer time — 40 hours per calendar year.

• Option for 100% remote work from home.

• Hybrid schedule available at major office locations.