[Hiring] Manager, Mid-Market Relationship Management @Voya Financial

Role Description

The Mid-Market Client Relationship Manager (CRM) Manager is a people leader responsible for leading, coaching, and developing a team of Mid-market CRMs to deliver an exceptional client experience that exceeds client and advisor expectations. This role is accountable for building a high-performing, engaged team with a strong focus on leadership, retention, and cross-serve growth, while ensuring consistent execution of Voya’s service strategy and operating standards across the book of business.

Position Responsibilities

• People Leadership & Talent Development:
  • Leads a team of Mid-market CRMs by setting clear expectations and reinforcing a client-first culture.
  • Drives consistent execution of service strategy.
  • Coaches to core behaviors through 1:1s, pipeline/portfolio reviews, and call/meeting observations.
  • Hires, onboards, and develops talent; creates development plans and succession coverage.
  • Recognizes performance and addresses performance gaps.
  • Builds engagement and retention by ensuring manageable workloads and clear priorities.
• Client Retention Leadership & Negotiation Oversight:
  • Accountable for retention results across the team’s portfolio.
  • Establishes retention rhythms and ensures CRMs execute against them.
  • Provides leadership on escalations, service recovery, and complex client situations.
  • Partners with Legal, Pricing, Underwriting, Operations, and Sales to align on strategy.
  • Oversees RFIs/RFPs/benchmarking activities for at-risk and strategic clients.
  • Guides and approves renewal/pricing and contract negotiation strategies.
• Strategic Account Management & Operating Excellence:
  • Establishes standards for account planning, meeting strategy, and consultative delivery.
  • Ensures each CRM builds trust-based relationships with key stakeholders.
  • Reviews plan data, industry trends, and client objectives for strategic recommendations.
  • Leads and coordinates cross-functional partners to execute service and strategic initiatives.
  • Tracks outcomes against agreed-to metrics and drives continuous improvement.
  • Ensures disciplined project execution for complex activities.
• Client Growth & Cross-Serve:
  • Drives a repeatable cross-serve motion across the team’s portfolio.
  • Partners closely with Sales and product leaders to position, scope, and implement solutions.
  • Ensures high-quality participation in finalist/renewal activities.
  • Reinforces a culture where retention and growth are delivered together.

Qualifications

• 10+ years of experience in client service relationship management for defined contribution plans.
• 2+ years of people leadership (direct leadership preferred).
• Industry certifications and FINRA series 6 or 7 and 63, 24 or 26 licensing will be required.
• Strong understanding of retirement plans (corporate and tax exempt) and a solid investment background.
• Demonstrated ability to lead, coach, and retain high-performing teams.
• Strong executive presence with exceptional interpersonal, presentation, and negotiation skills.
• Excellent verbal and written communications skills.
• Bachelor’s Degree or equivalent.
• Travel – 25 – 40% of time; Locations – Nation-wide.

Requirements

• This position is work from home in a location that can cover the designated territory.

Compensation Pay Disclosure

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed:

• $130,970 - $183,680 USD

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%).
• Tuition reimbursement up to $5,250/year.
• 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.

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions.
• Critical Thinking: Thoughtful process of analyzing data and problem solving.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry.
• Learning Agility: Openness to new ways of thinking and acquiring new skills.

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations.