Client Manager

RESPONSIBILITIES:

• Owns the client relationship and responsible to build and maintain strong, long-lasting client relationships that lead to referenceable clients

• Managing of Revenue inclusive of the following:

• Client renewals & retention; achieving or surpassing annual financial 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.

• Manages client financial health and ensures Zelis is getting paid on time in accordance with the contract terms.

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

• Ensures high quality service delivery and client satisfaction; measurements will include 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.

• Create actionable plans when client is at risk and ensuring internal partners take appropriate action, including escalating to leadership as appropriate

• 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 and drive engagement

• Utilize knowledge of the client/business and market dynamics to maximize performance relative to client relationship, client satisfaction, and client/company financial performance indicators

• Oversees client production issues and ensures resolved in a timely manner in accordance with contracted SLAs

• Conducts and leads all Business Review's to optimize value within client book

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

• Supports implementation; Ensuring the timely and successful delivery of our solutions according to client needs and business objectives

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

• Ability to present business unit product roadmap to clients

• Maintain awareness of and ensure adherence to Zelis standards regarding privacy and security

Experience, Qualifications, Knowledge, and Skills

• Bachelor's degree in business or heath care administration or related

• 5+ years in client management role preferably in healthcare industry

• Demonstrated success in revenue management and increased utilization within an assigned book of business

• Strong negotiation skills and the ability to influence others

• Ability to manage difficult client situations and respond promptly to client needs

• Ability to understand technical components of software applications.

• Knowledgeable in the Payor and TPA space

• Excellent communication skills which include public speaking and presentation skills

• Strong interpersonal skills and ability to form lasting client relationships in a quick time period

• Detail oriented and strong organizational skills

• 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 VPs, and Senior Executives; demonstrates Enterprise thinking with ability to influence; proven ability to influence across a matrix as well as with leadership

• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities

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

• Strong knowledge of the Microsoft Stack of Tools and Technologies as well as Salesforce, Jira, Confluence

• Travel - up to 25%

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects in daily work use (laptop, monitors, et. al). Sedentary work involves sitting most of the time. Use of keyboards (typing) and exposure to computer screens occurs daily. Pleasant work environment in office locations with occasional noise or dust.

• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands; reach with hands and arms; think; and talk or hear (multi-channel, two-way communication during work hours is required).

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 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.

Our Values and Culture

We are always thinking about life beyond the laptop and how we can drive positive change for our clients, our associates, and our communities. Our IMPACT Value Behaviors are how we elevate that thinking and turn it into action:

• Drive Innovation

• Embrace a Growth Mindset

• Put People First

• Act With Agility

• Champion Collaboration

• Build Trust

We look at the big picture when it comes to our associates and our culture. We work to effectively build a thriving, exciting experience for our associates. We leverage these values to continuously evolve an award-winning culture that has a longevity greater than the novelty of a ping pong table in the break room. Our idea of a great workplace is where we can show up as our authentic selves-which is the best way to bring together extraordinary talented people who feel empowered to make a positive IMPACT.

A Lot of Respect

This is a collaborative organization where everyone is on your team. Each person-from the newest intern to the CEO-is in their position because they are an expert, and they view you with the same lens. No matter who you are, where you sit in the organization, or the span of your tenure, everyone at Zelis is treated with respect.

We respect your time (so much so that we aren't asking you to write a cover letter). We make sure you have time to focus by offering Meeting-Free Wednesdays as well as time for you with Zelis Cares Fridays early dismissal.

We respect and prioritize work-life balance. With flexible PTO, a hybrid/remote work environment, and a culture that encourages disconnecting after hours, we ensure you have the time and space to manage life's surprises and fully engage outside of work. Working "9 to 5" isn't just a hit song; we respect business hours and promote wellness offerings to keep you at your best, both on and off the clock.

We respect diverse opinions. There are always seats at the table, and we're eager to add more chairs. We continue to build our Diversity, Equity, and Inclusion initiatives including training, guest speakers, associate-led Business Resource Groups, in-office DEI events, and more.

We respect that everyone has different needs. Zelis has built and continues to add to our benefits offerings by including medical, dental, 401k, fertility and family building, education assistance, pet insurance, menopause and midlife care, and more.

We respect YOU. As an Equal Opportunity Employer, we believe that everyone's voice has a place in the chorus. We encourage members of traditionally underrepresented communities to apply.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

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

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 from time to time.