Strategic Client Manager

ABOUT ZELIS (STANDARD):  

Zelis is modernizing the healthcare financial experience for all. We make this happen by leveraging incredible technology built by healthcare experts, fostering partnerships that evolve with our clients and with a visibility that unlocks value. Zelis was founded on a belief there is a better way to technologically bridge the gaps in the healthcare financial system and aligns interests across payers, providers, and healthcare consumers.  At Zelis, we price, pay and empower and partner with more than 700 payers, including the top-5 national health plans, Blues plans, regional health plans, TPAs and self-insured employers, 1.5 million providers and millions of members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and an integrated approach to transform healthcare. 

SUMMARY: 

The Strategic Client Manager (SCM) will serve as primary point of contact for Zelis clients for their assigned book of business.  The SCM will manage a strategic book of business comprised of vertically aligned clients and will drive growth for Business Units by achieving annual revenue targets, ensuring client retention, fostering growth with additional products and services, and ensure Zelis is always meeting and/or exceeding client expectations while driving a superior OneZelis customer experience.  The SCM will develop and maintain critical internal and external relationships to sustain and build upon Zelis’ value proposition and work collaboratively across the enterprise to achieve their clients goals and objectives. 

RESPONSIBILITIES: 

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

• Managing of Revenue inclusive of: 

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

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

• 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. 

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

• 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 

• 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 it’s 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:  

• 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 value proposition  

• Serves as intake point for escalated Accounts Receivable and work towards timely resolution within the Zelis enterprise 

• Conducts and leads all Stewardships/QBRs to optimize value within client book 

• Securing client reference status and permission in support of key Zelis projects, case studies or other Zelis initiatives, as needed 

• Client case study selection 

• Manages existing contracts; manages initial SLA discussions; partner with leadership for finalization and execution 

• Supports Sales for cross-sell and up-sell initiatives; identify opportunities and funnel to Sales partners to incorporate into pipeline 

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

• Documentation and ongoing tracking of key client plans, contacts and attributes all in Salesforce 

SKILLS/BACKGROUND: 

• Bachelor’s degree in Business or Heath Care Administra