Strategic Client Manager

RESPONSIBILITIES: 

·         Owns the client relationship, including all short and long term strategies and key client relationships 

·         Managing of Revenue inclusive of: 

o   Budgets, forecasts, product utilization review for assigned book of business 

o   Client Renewals & Retention; achieving or surpassing annual goals & objectives 

o   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. 

o   Drives revenue growth through existing product optimization; understands and communicates Zelis’ key differentiators, product strategy, product features and functionality and applicability to client 

o   Partner with Sales to support 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 

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

·         Understands the regulatory environment and its impact to their clients. Proactively engages strategies to achieve value from the Zelis platform  

·         Ensures 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

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

o   Services as intake point for Client Audits & Compliance items to ensure seamless and timely responses.

o   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.

o   Serves as intake point for escalated Accounts Receivable and works towards timely resolution within the Zelis enterprise.

o   Conducts and leads all Stewardships and Quarterly Business Reviews to optimize value with client’s book of business.

o   Secures client reference status and permission in support of key Zelis projects, case studies or other Zelis initiatives, as needed.

·         Manages existing contracts; manages complex Service Level Agreement discussions, understanding client's needs and drivers.  Partners with leaders on renewal strategy with responsibility for managing execution.   

·         Supports Sales for cross-sell and upsell initiatives; identifies opportunities and funnels to Sales partners to incorporate into pipeline 

·         Supports implementation; serves as liaison between the client and the business to ensure operational efficiencies during initiation and ramp 

·         Documents and ongoing tracks key client plans, contacts and attributes in Salesforce 

Location and Workplace Flexibility: We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in ac­­­­­­­­­­­­­­cordance with Company policies. 

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to ident