Account 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 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.