Position OverviewThe VP, Client Management leads Zelis' team of Strategic Client Executives (SCEs). SCEs manage the relationships with Zelis' enterprise and strategic clients and deliver exceptional outcomes.
You'll set the client management strategy, guide the team and own its revenue target. You'll partner with Sales and cross-functional teams to drive greater adoption, utilization and results.
Your focus is client loyalty, retention and growth. You'll build strategic plans with SCEs, drive strong executive engagement and deliver outcomes that meet and exceed client expectations.
What You'll DoLead Strategic Planning with SCEs- Develop and execute the client management strategy with Sales to achieve business objectives.
- Partner with each SCE to build strategic account plans for assigned vertical or book of business.
- Set clear goals, priorities and success measures in every account plan.
- Review account plans regularly and adjust them as client needs and market conditions change.
- Align client management and product strategies with the company's vision, mission and goals.
- Track industry trends, market conditions and competitor activity to spot new opportunities.
- Become an expert and evangelist for Zelis products and solutions.
Drive Strong Executive Engagement- Coach SCEs to build and sustain relationships with client executives and key stakeholders.
- Guide SCEs as the primary point of contact for major clients, and step in as an executive contact when needed.
- Lead executive business reviews that connect Zelis' value to each client's priorities.
- Prepare SCEs for high-stakes executive conversations with clear messages and supporting data.
- Oversee client engagement plans that keep executives informed, aligned and invested in the partnership.
- Resolve escalated client issues and complaints in a timely, satisfactory way.
Deliver Outcomes That Build Loyalty, Growth and Retention- Hold SCEs accountable for meeting and exceeding the outcomes each client expects.
- Monitor client performance, identify improvements and implement corrective actions early.
- Spot retention risks early and lead recovery plans with SCEs and cross-functional teams.
- Identify growth and expansion opportunities within existing clients.
- Guide SCEs in developing proposals, negotiating contracts and closing deals with clients, alongside Sales.
- Oversee client account management to ensure high-quality services and solutions.
- Champion a customer-first approach across the organization.
Lead and Develop Your Team- Lead, mentor and develop a high-performing, disciplined team of SCEs.
- Build a team that goes deep as technical and solution advisors.
- Set clear performance expectations, give regular feedback and conduct performance evaluations.
- Foster a collaborative, customer-centric culture.
Drive Operational Discipline and Results- Ensure SCEs follow and improve current and future standard operating procedures (SOPs), scorecards and roles and responsibilities.
- Design repeatable processes and cross-functional partnerships that deliver client value at scale.
- Work with business unit (BU) Services and Product teams as the client-facing voice for requests and problem solving.
- Establish and track key performance indicators (KPIs), including client retention, satisfaction and growth.
- Use data and insights to drive continuous improvement.
- Own the team's revenue target. Report progress, client outcomes and opportunities to executives regularly.
Shape the Product Roadmap- Partner with Product Leadership and Client Experience Voice of the Customer to prioritize product themes, feedback and recommendations.
- Apply best practices and innovative solutions that improve the client experience.
- Collaborate with Sales and cross-functional teams for seamless service delivery. This role calls for matrixed management and tight collaboration with peers.
What You'll Bring to Zelis- Bachelor's degree in business administration, marketing or a related field. MBA or advanced degree preferred.
- 12+ years of experience in client management, customer success, sales, services or a related field, including at least five years in a senior leadership role.
- Proven track record of managing and growing key clients.
- Executive presence and credibility with senior client leaders.
- Experience coaching teams on strategic account planning and executive engagement.
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Experience building and scaling processes in enterprise organizations.
- Operational leadership that turns complex work into simple, outcome-focused processes.
- Strategic thinking that develops and executes client management strategies and outcome-driven engagements.
- Analytical and problem-solving skills that turn data and trends into actionable strategies.
- Excellent communication, negotiation and interpersonal skills.
- Experience working with healthcare payers preferred.
- Ability to travel up to 40%.
Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.Location and Workplace FlexibilityZelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.
While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.
Base Salary Range$185,000.00 - $234,650.00
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.
