Client Relationship Manager, Health Plan

This is a fully remote position, open to applicants in New York, +3 more states.

📋 Description

• Oversee relationships with a portfolio of Health Plan clients throughout all phases of the customer lifecycle to enhance outcomes, satisfaction, and retention.

• Act as a leader and mentor within the Health Plan team.

• Direct and coordinate efforts among internal teams, external vendors, and strategic partners to accomplish customer objectives.

• Serve as the main liaison for the internal operational team on behalf of the client.

• Retain clients while identifying opportunities for expanded solution adoption.

• Develop and uphold strategic account plans.

• Define and monitor key success metrics for customer solutions.

• Promote product adoption, customer growth, and business value through consultative and upselling strategies.

• Champion customer needs by collaborating with Product and internal stakeholders.

• Act as a trusted advisor, identifying opportunities that enable customers to reach their business goals.

• Organize executive business reviews, leadership meetings, and strategic account planning activities.

• Facilitate customer meetings to assess progress, business impact, adoption, and improvement opportunities.

• Maintain comprehensive account health plans.

• Lead customer escalations while ensuring effective communication and resolution.

• Conduct monthly account reviews and implement remediation plans.

• Execute change orders and customer enhancement requests.

• Oversee annual Open Enrollment planning and execution activities.

• Manage team-wide and program-level initiatives, including process improvements and CRM best-practice documentation.

• Convey complex business and technical concepts to both internal and external audiences.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree required.

• 10+ years of experience in Customer Success, Account Management, Client Relationship Management, or other related customer-facing roles.

• Demonstrated success in managing a portfolio of complex strategic customers with high visibility and significant business impact.

• Strong knowledge of customer relationship management practices and customer lifecycle management.

• Solution-oriented mindset with the capability to work independently and utilize resources to address customer issues at a senior level.

• Exceptional written, verbal, interpersonal, facilitation, and presentation skills.

• Ability to influence cross-functional teams and establish credibility with executive-level stakeholders.

• Experience in fast-paced environments that require resilience, adaptability, and robust problem-solving skills.

• Master’s degree preferred.

• Six Sigma, PMP, or other relevant professional certifications preferred.

• Industry experience in Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, and/or Business Process Outsourcing (BPO) environments is highly preferred.

• Experience supporting Health Plan customers and navigating complex enterprise client environments is 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 of paid time off, nine paid company holidays, and a flexible Diversity Celebration Day.

• Paid volunteer time — 40 hours per calendar year.

• Incentive opportunities, including annual cash incentives, sales incentives, and/or long-term incentives.