Director Strategic Client Management

Responsibilities: 

• In partnership with VP Client Management, ensures robust strategies and client plans are developed and captured in SalesForce for all clients within their book of business 

• Management of revenue for assigned clients inclusive of: 

• Establish regular cadence for review of budgets, forecasts and product utilization for assigned book of business 

• Ensures that team goals for client renewals & retention are achieved or surpassed 

• Establish risk identification and mitigation strategies for volume decreases, service gaps, changes in client relationships and key advocates. Escalates to key leadership partners, develops initial risk mitigation strategy and ensures execution of agreed upon  risk mitigation strategies. 

• Enables team to drive revenue growth through existing product optimization; ensures that team understands and can effectively communicate Zelis’ key differentiators, product strategy, product features and functionality with applicability to client 

• Coordinates impact analysis intake and delivery for existing solutions yielding opportunity to engage with clients to demonstrate additional value for new and/or expanded product utilization 

• Manages client fee requests/or considerations for existing products; collaborates within the business to provide OneZelis opportunities and solutions while understanding the impact of dependencies across the business 

• Ensured that team is abreast of the regulatory environment and its impact to Zelis clients. Proactively engages strategies to achieve value from the Zelis platform in relation to the regulatory environment   

• Ensures team metrics are achieved for measurement of high quality service delivery and client satisfaction; measurements will include NPS scores, timely escalation and resolution of issues as well as other internal measures such as:  

• Client Relationship Building – maximizing breadth and depth of relationships; Works closely with clients to intimately understand their business strategies, needs and challenges. 

• 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