Client Engagement Manager II

The Client Engagement Manager II (CEMII) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CEMII serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CEMII develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CEMII builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CEMII makes significant contributions to client engagement and solution delivery best practices.

Responsibilities:

• Serve as a Trusted Advisor and independently or with limited support lead large or high-complexity client relationships, engagement, and implementation delivery
• Identify, develop, and close partnership expansion opportunities with clients; document client requirements, success criteria, and supporting solutions – including solutions co-created with client - in contract documents and own them through opportunity closure
• Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners
• Build strategic and compelling powerpoint decks for client presentations (QBR’s, kick offs, status meetings)
• Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners
• Lead joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution
• Deliver successful client partnerships that result in high client satisfaction, retention, and growth; lead the Vatica client team and hold regular 1:1 check points with client program leadership beyond regular team status calls
• Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats, valuation and clinical impact), that deliver maximum value and impact for clients
• Enhance performance tracking against benchmarks and goals and improve risk identification, communication and mitigation.
• Deliver and ensure client training on Vatica Health tools, processes, and reports
• Leverage knowledge of client source data, bi-directional reporting, client operations, and Vatica operations to optimize program performance
• Support operational and financial plans and maintain actuals and forecasts
• Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement; partners with clients to co-create and deliver enhanced or new services and solutions
• Design and develop best practices in client engagement and implementation to deliver industry-leading client experience; develop and lead processes beyond assigned accounts
• Assist in the onboarding and development of Vatica staff

Requirements:

• 6+ years in a healthcare client facing role with progressive experience
• 6+ years leading complex projects
• Healthcare experience; strong preference for experience in Risk Adjustment, Quality of Care
• Strong project performance analysis and strategic power point deck building skills
• Outstanding customer service skills
• Strong data organization, analysis and presentation skills
• Strong ability to learn at a fast pace, apply knowledge and be consultative.
• Strong computer (including Microsoft Office), grammar and multi-tasking skills
• Strong attention to detail, time management, and decision-making skills
• Ability to work with significant independence and minimal supervision
• Ability to lead multi-level internal and client teams
• Ability to travel during the week

Competencies:

Drives Results, Vision, and Purpose 

• Aligns effort to consistently deliver results through challenging circumstances.  

• Profitability focused, persistent in achieving objectives with a positive track record of exceeding performance.  

•  Serves as a champion for Vatica and our purpose. 

Communicates Effectively 

• Exchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.  
• Leverages emotional intelligence to