Director Strategic Client Management

Responsibilities: 

• In partnership with VP Client Management, ensures robust strategies and client plans are developed and captured in SalesForce for all clients within their book of business 

• Management of revenue for assigned clients inclusive of: 

• Establish regular cadence for review of budgets, forecasts and product utilization for assigned book of business 

• Ensures that team goals for client renewals & retention are achieved or surpassed 

• Establish risk identification and mitigation strategies for volume decreases, service gaps, changes in client relationships and key advocates. Escalates to key leadership partners, develops initial risk mitigation strategy and ensures execution of agreed upon  risk mitigation strategies. 

• Enables team to drive revenue growth through existing product optimization; ensures that team understands and can effectively communicate Zelis’ key differentiators, product strategy, product features and functionality with applicability to client 

• Coordinates 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 understanding the impact of dependencies across the business 

• Ensured that team is abreast of the regulatory environment and its impact to Zelis clients. Proactively engages strategies to achieve value from the Zelis platform in relation to the regulatory environment   

• Ensures team metrics are achieved for measurement of 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 

• Ensures all Stewardships/QBRs are completed and 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 

• 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 

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

• Promotes and supports educational opportunities within the team; drives accountability within the team for comprehensive understanding of all Zelis offerings 

Skills/BACKGROUND: 

• Bachelor’s degree in Business or Heath Care Administration or related.   

• 10+ years in client management role 

• 5+ years in leadership role 

• Demonstrated success in revenue management and increased utilization within an assigned book of business for individually assigned accounts as well as solid track record of achievement for team goals 

• Extremely knowledgeable in the Payor and/or TPA space  

• Ability to lead and manage a team in a fast-paced environment 

• Excellent written and verbal communication skills. Excellent presentation, public speaking, and meeting management capabilities. Ability to tailor messages to audiences  

• Proven collaboration with key business partners:  Sales, Operations, Marketing 

• Ability to anticipate future trends and incorporate them into business review planning 

• Synthesizes complex issues and communicates clearly to both clients and internal stakeholders 

• Ability to communicate and interact formally and informally with Directors, VPs, and Senior Executives; demonstrates Enterprise thinking with ability to influence; proven ability to influence across a matrix as well as with leadership 

• Experience leveraging data and reporting to accurately identify client and industry trends; able to synthesize data into compelling narratives  

• Demonstrates sense of urgency and ability to multi-task and prioritize 

• Strong listening and comprehension skills, ability to understand and address client concerns, feedback, and appropriately manage discussions with clients 

Travel:  estimated 40% domestic [internal and external meetings]; Location:  Remote 

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 makes an impact: Our core values 

 “We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.” 

To create a culture of where we can all make an IMPACT, we also need to build a culture of recognition and gratitude 

Disclaimer 

 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.