Senior Client Engagement Manager

Key Responsibilities: 

SmartShopper Program Management (40%) 

• Serve as the CPM for employers that buy SmartShopper through their carrier 

• Develop client strategies and engagement programs to maximize employer savings through evaluation of data. 

• Build, promote and implement targeted campaign strategies that improve consumer activation, shopping and conversion rates by analyzing company demographics, organizational structure, communication channels and other data  

• Analyze and present results leading with data driven recommendations to improve performance and savings 

• Lead periodic business results meetings with employer clients and provide clear and concise summarized reporting  

• Participate in quarterly health plan business review meetings representing SmartShopper performance 

• Accurately forecast a book of business savings opportunity based upon realistic assessments. 

• Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes 

• Maintain professional internal and external relationships that reflect the values of Zelis  

Performance Monitoring and Data Analysis (40%) 

• Monitor and manage client programs against Key Performance Indicators (KPIs), utilizing data from multiple sources to generate insights and an actionable plan to achieve desired results 

• Analyze data to identify correlations on key performance drivers and provide insight for performance and business review materials and ad hoc reporting 

• Activate escalation process and inform stakeholders when program performance is not forecasted to achieve KPIs  

• Define and monitor accurate performance milestones and forecasts, including the incentive reward budget and communication plan Source of Truth 

• Evaluate overall client performance trends to create and communicate actionable insights to assist decision making and inform future strategy for new and existing clients 

• Promote customer satisfaction demonstrating an understanding of their business needs and helping them achieve their objectives 

Strategic Consulting (10%) 

• Provide insight to clients regarding performance metrics in both existing lines of business and product enhancements 

• Offer expertise to clients regarding alignment of program performance in the broader health and wellbeing offerings  

• Partner internally with leadership, product and sales teams to introduce new engagement strategies developed from campaign performance data, client requests and market observations 

Relationship Management (10%):  

• Accountable to SmartShopper program success with our clients   

• Demonstrate clear understanding of the product and able to communicate product and service value proposition  

• Partner with Sales to build rapport, relationships with key market and client constituents defined as brokers, health plan account managers, employer decision makers and stakeholders (e.g. HR, Total Rewards, etc) 

• Ease managing difficult client conversations 

Commissioned Performance Metrics: 

• Performance metrics, including Claims Savings Target, Activations, and ROI 

• Book of Business Revenue retention & expansion 

Qualifications and Experience: 

• 7 years of strategic marketing experience 

• 2-5 years' experience in a customer facing role serving employers, understanding the fundamental process of building an effective engagement strategy in the Health Plan sponsor space.  

• CMS Stars program experience within a health plan or vendor serving a health plan desirable. 

• Experience with the HRA Stars metrics is highly desirable 

• Multi-channel consumer direct response experience desirable 

• Excellent communicator and collaborator 

• Consumer engagement experience – engagement tools, digital strategies, in person events 

• Ability to distill data from PowerBi into key take aways and opportunities to improve performance 

• Comprehensive MicroSoft Tool knowledge – especially Excel and PPT 

• Successfully demonstrates and articulates client improvement strategies 

• Demonstrated ability communicating and solving complex program issues with clients utilizing critical thinking and problem-solving skills. 

• Knowledge of and ability to explain financial performance and program ROI  

• Experience with complex program launches and working through the sales implementation and account management partners 

• Able to identify, influence and mobilize