Client Success Director

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Client Success Director will be responsible for implementing and creating strategy and initiatives aimed at improving overall client experience and championing a company-wide culture of superior client experience. The Client Success Director will be strategic, proactive, creative, and passionate about supporting client retention and growth as well as building lasting relationships.

Overview:

The Client Success Director will be responsible for implementing and creating strategy, processes and initiatives aimed at improving overall client experience and championing a company-wide culture of superior client experience. The Client Success Director will be strategic, proactive, creative, and passionate about supporting client retention and growth as well as building lasting relationships.

Responsibilities:

• In partnership with VP Strategic Initiatives, drive Zelis client experience outcomes including increasing client lifetime value, driving greater product adoption, ensuring world-class NPS ratings, and ensuring increasing levels of reference-ability within the client base.

• Reinforce a companywide, OneZelis, culture of client experience including aligning with key stakeholders in BUs, sales, client management, product, and technology to create a consistent client experience.

• Partner to create a redefined Client lifecycle and engagement model: framework, methodology, outcomes and strategy aligned to client segmentation and unique ways client types engage with our brand and products to deliver a world class, value focused experience.

• Develop client engagement models, hand-offs and tools/processes that promote a client-centric, seamless experience.

• Distill information from Voice of Client initiatives; identify themes and trends that will influence client satisfaction, outcomes and business decisions for product roadmaps and other key initiatives that touch clients.

• Leverage metrics to track client experience successes and report progress to VP Strategic Initiatives and other key internal stakeholders.

• Serve as advocate for process improvements where needed to support world-class levels of client retention and satisfaction.

 

Skills/Background:

• Bachelors degree in Business or Heath Care Administration or related. 

• 8+ years in client facing or CM strategy role in an operational discipline development and execution

• Demonstrated success in building enterprise client relationships and problem solving.

• Self-starter – ability to operate with ambiguity and advocate for a point of view.

• Excellent written and verbal communication skills. Ability to tailor messages to executive audiences and influence outcomes.

• Skilled in establishing and maintaining effective senior working relationships, building bridges, with internal and external clients.

• Ability to demonstrate resourcefulness and scrappiness – comfortable building new ways of working, moving quickly, and staying nimble.

• Data oriented with ability to identify risks and trends.

• Demonstrates