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About the Role
The Technical Lead is responsible for the end-to-end delivery of technical solutions and associated services for assigned clients, ensuring services are delivered efficiently, effectively, and in alignment with client expectations. This role serves as the technical subject matter expert, partnering closely with the Client Relationship Manager (CRM), internal teams, and external vendor partners to drive successful client outcomes throughout the client lifecycle.
Responsibilities
- Serve as the technical lead and primary technical subject matter expert for assigned client accounts.
- Understand client needs, objectives, and business challenges to ensure services and solutions meet or exceed expectations.
- Drive innovation and develop sustainable solutions to address complex client requirements throughout the client lifecycle.
- Oversee day-to-day service delivery operations, ensuring services are provided in accordance with contractual commitments, service level agreements (SLAs), and operational level agreements (OLAs).
- Monitor service delivery performance, including response times, resolution times, and overall service quality metrics.
- Coordinate and collaborate with cross-functional internal teams and external vendor partners to ensure timely delivery of high-quality services.
- Proactively identify, escalate, and resolve service delivery issues and risks.
- Implement and maintain best practices, processes, and standards that support successful client outcomes.
- Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and client satisfaction.
- Provide guidance, training, and support to team members to foster strong performance, collaboration, and engagement.
Requirements
- High School Diploma or GED required; bachelor’s degree preferred.
- 3-5 years of experience in service delivery, account management, technical customer support, or related client-facing roles.
- Experience leading service delivery teams or coordinating technical service delivery efforts.
- Strong problem-solving and analytical skills.
- Excellent communication, collaboration, and interpersonal skills.
- Ability to manage multiple priorities and work effectively across internal and external stakeholder groups.
- Experience working with benefits administration platforms, SaaS solutions, or technology-enabled service environments.
- Experience supporting complex client implementations, integrations, or ongoing service delivery engagements.
- Knowledge of service management best practices and performance measurement methodologies.
Skills
- Customer Focused
- Critical Thinking
- Team Mentality
- Business Acumen
- Learning Agility
Location
- Remote
Work Type
- 100% remote work from home
- Hybrid schedule
Experience Level
- 3-5 years of experience
Education Level
- High School Diploma or GED
- Bachelor's degree preferred
Salary/Compensations
- $75,000 - $85,000
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
About the Company
- Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers.
- Benefitfocus serves millions of consumers through an integrated portfolio of products and services that enable clients to shop, enroll, manage, and exchange benefits information more efficiently.
- With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides a single destination for consumers to access and manage their benefits.
- Benefitfocus solutions support the administration of medical, dental, voluntary benefits, and wellness programs.
Equal 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.
- 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.