Solution Client Manager

Position Overview

The Solution Client Manager (SCM) role, situated within a designated vertical, will serve as the primary liaison for Zelis clients regarding their assigned portfolio. The SCM will oversee a portfolio consisting of vertically aligned clients and will drive growth for the client's Zelis primary business unit. This individual will concentrate on achieving annual revenue targets, ensuring client retention, fostering growth through additional products and services, driving utilization, and ensuring Zelis consistently meets or exceeds client expectations while delivering an exceptional OneZelis customer experience. The SCM will cultivate and maintain critical internal and external relationships to sustain and enhance One Zelis' value proposition and work collaboratively across the enterprise to achieve their clients' goals and objectives

The Solution Client Manager (SCM) role, situated within a designated vertical, will serve as the primary liaison for Zelis clients regarding their assigned portfolio. The SCM will oversee a portfolio consisting of vertically aligned clients and will drive growth for the client's Zelis primary business unit. This individual will concentrate on achieving annual revenue targets, ensuring client retention, fostering growth through additional products and services, driving utilization, and ensuring Zelis consistently meets or exceeds client expectations while delivering an exceptional OneZelis customer experience. The SCM will cultivate and maintain critical internal and external relationships to sustain and enhance One Zelis' value proposition and work collaboratively across the enterprise to achieve their clients' goals and objectives

RESPONSIBILITIES: 

Single point of contact for the management and orchestration of One Zelis services, overseeing relationships, operations, financial plans and strategy​.  Owns the client relationship, including all short- and long-term strategies and key client relationships.

• Client Relationship Building: Maximize the breadth and depth of relationships by working closely with clients to intimately understand their business strategies, needs, and challenges. Align Zelis executives to foster relationships with assigned clients.
• Revenue Management: Manage and oversee revenue targets, including budgets, forecasts, and product utilization review for the assigned book of business.
• Client Renewals & Retention: Responsible for client renewals and retention. Successfully lead contract negotiations in conjunction with their leader and manage the complete life cycle to successfully renew client agreements while looking for ways to expand the relationship.
• Risk Identification & Mitigation: Proactively identify and mitigate risks such as volume decreases, service gaps, and changes in client relationships.
• Product Knowledge & Optimization: Superior understanding of product knowledge, reporting and data to foster revenue growth through existing product optimization and understanding and communicating key differentiators, product strategy, features, and functionality.
• Client Growth: Successfully uncover and qualify opportunities for growth to deliver great client value. Collaborate with sales to present innovative solutions and grow existing client base.
• Client Value: Effectively illustrate and validate client outcomes on a consistent basis leveraging client reporting.
• Conduct Quarterly Business Reviews: Conduct and lead all quarterly enterprise business reviews to optimize value within the client's book of business.
• Client Advocacy: Ensure industry leading quality service delivery and client satisfaction; measurements include proactive client management, timely escalation and resolution of issues, and nurturing clients into loyal promoters. Secure client references and permission in support of new business, key Zelis initiatives and case studies as needed.

Attributes to be successful in role:

• Know Your Client: Understand the client in terms of markets they operate in, competitors, objectives, and challenges. Successfully build strategic account plans to fully understand client’s pain and business drivers.
• Develop Trusting Relationships: Cultivates deep relationships with clients and team.
• Executive Communicator: Proactively communicates. Has the ability to effectively prepare and present communications to clients and executive leadership teams.
• Problem Solver: Has the ability to offer and communicate compelling solutions to client challenges is invaluable.
• Industry Knowledge: Remain abreast of changing and evolving healthcare landscape, regulations and related market vertical and competitor trends.
• Innovative Thinking: Brings creative insight to client’s businesses to help them deliver a competitive advantage.
• One Zelis Collaborator: Actively partners across BUs to communicate client needs & issues, shares and provides awareness of external trends and competitor landscape.
• Troubleshooting: Forward looking, keeps an eye out for potential internal/external problems and managing potential concerns.

Skills/BACKGROUND: 

• Bachelor’s degree preferred.   

• 5+ years in client management role 

• Experience in working in healthcare a plus including insurance companies, TPAs or PPO Networks or working with cost management, electronic payments and/or healthcare communications solutions. 
• Demonstrated success in revenue management and increased utilization within an assigned book of business. 

• 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, Services, Marketing 

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

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

• Ability to communicate and interact formally and informally with VPs and Executive Leadership; 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. 

Work Environment

• Location: Remote
• Travel estimated at 30-40% (primarily) domestic