Client Engagement Manager

Position Overview

The Client Engagement Manager will serve as the primary point of contact for Zelis clients for their assigned book of business. The Client Engagement Manager will be responsible for achieving annual revenue targets, ensuring client retention, fostering growth with additional products and services, and ensure Zelis is always meeting or exceeding client expectations while driving superior OneZelis customer experience. The Client Engagement Manager 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.

What you'll do: 

• 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 

What you'll bring to Zelis:  

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

• 5+ years in owning the client management role in healthcare industry · Experience in the Payor and TPA space is required

• Demonstrated experience with the Microsoft Stack of Tools and Technologies as well as Salesforce, Jira, Confluence  

• 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% 

Base Salary Range

$86,000.00 - $115,000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.