Client Manager

Role Overview

• Owns the client relationship and responsible to build and maintain strong, long-lasting client relationships that lead to referenceable clients
• Managing of Revenue inclusive of client renewals & retention; achieving or surpassing annual financial goals & objectives
• Risk identification and mitigation strategies such as volume decreases, service gaps, changes in client relationships and key advocates
• Escalates to key leadership partners and executes on risk mitigation strategies as agreed upon
• Drives revenue growth through existing product optimization; understands and communicates Zelis’ key differentiators, product strategy, product features and functionality and applicability to client
• Manages client financial health and ensures Zelis is getting paid on time in accordance with the contract terms
• Understands the regulatory environment and its impact on their clients
• Proactively engages strategies to achieve value from the Zelis platform
• Ensures high quality service delivery and client satisfaction; measurements will include timely escalation and resolution of issues as well as other internal measures
• Works closely with clients to intimately understand their business strategies, needs and challenges
• Create actionable plans when client is at risk and ensuring internal partners take appropriate action, including escalating to leadership as appropriate
• Serves as intake point for Client Audits & Compliance items to ensure seamless and timely responses
• Client Reporting – delivery according to agreed upon intervals with the ability to provide performance synopsis as well as business insights demonstrating the Zelis value proposition and drive engagement
• Utilize knowledge of the client/business and market dynamics to maximize performance relative to client relationship, client satisfaction, and client/company financial performance indicators
• Oversees client production issues and ensures resolved in a timely manner in accordance with contracted SLAs
• Conducts and leads all Business Review’s to optimize value within client book
• Supports Sales for cross-sell and up-sell initiatives; identify opportunities and funnel to Sales partners to incorporate into pipeline
• Supports implementation; Ensuring the timely and successful delivery of our solutions according to client needs and business objectives
• Documentation and ongoing tracking of key client account plans, contacts and attributes all in Salesforce
• Ability to present business unit product roadmap to clients
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security

Requirements

• Bachelor's degree in business or health care administration or related
• 5+ years in owning the client management role in healthcare industry
• Experience in the Payor and TPA space is required
• Demonstrated experience with the Microsoft Stack of Tools and Technologies as well as Salesforce, Jira, Confluence
• Demonstrated success in revenue management and increased utilization within an assigned book of business
• Strong negotiation skills and the ability to influence others
• Ability to manage difficult client situations and respond promptly to client needs
• Ability to understand technical components of software applications
• Knowledgeable in the Payor and TPA space
• Excellent communication skills which include public speaking and presentation skills
• Strong interpersonal skills and ability to form lasting client relationships in a quick time period
• Detail oriented and strong organizational skills
• Ability to anticipate future trends and incorporate them into business review planning
• Strong listening and comprehension skills, ability to understand and address client concerns, feedback, and appropriately manage discussions with clients

Benefits

• 401k plan with employer match
• Flexible paid time off
• Holidays
• Parental leaves
• Life and disability insurance
• Medical, dental, vision, and prescription drug coverage