Client Performance Manager

Position Overview:

We are seeking a dynamic and driven CPM to execute our SmartShopper performance with employer clients and health plans. Success of this role is measured around driving client performance measured by ROI and claims savings, client satisfaction metrics, overall program engagement and retention. The role requires a strategic leader with consumer marketing experience and consultative partnership skills to ensure employer level relationships.

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   

• Demonstrat