Client Manager

About the role

The Client Manager will serve as the primary point of contact for Zelis clients for their assigned book of business. The Client Manager will be responsible for achieving annual revenue targets, ensuring client retention, fostering growth with additional products and services, and ensuring Zelis is always meeting or exceeding client expectations while driving superior OneZelis customer experience.

Responsibilities

• 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 the following: 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
• 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
• 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
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security

Requirements

• Bachelor's degree in business or healthcare 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
• 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
• Able to anticipate future trends and incorporate them into business review planning
• Synthesizes complex issues and communicates clearly to both clients and internal stakeholders
• Ability to communicate and interact formally and informally with VPs, and Senior Executives; demonstrates Enterprise thinking with ability to influence; proven ability to influence across a matrix as well as with leadership
• Able to adapt to a fast-paced continually changing business and work environment while managing multiple priorities
• Strong listening and comprehension skills, ability to understand and address client concerns, feedback, and appropriately manage discussions with clients
• Strong knowledge of the Microsoft Stack of Tools and Technologies as well as Salesforce, Jira, Confluence
• Travel - up to 25%

Qualifications

• Ability to present business unit product roadmap to clients
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security

Skills

• Microsoft Stack of Tools and Technologies
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