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Description
Summary: The Client Success Manager will work independently and effectively to manage highly complex health plan clients, ensure their satisfaction and will be responsible for overseeing the project management of client release upgrades from initiation, planning, and execution. Responsible for meeting the specified objectives and requirements set by the client and to position the client for adoption and growth of its consumer-driven tools while ensuring the completion of project deliverables.
Essential Duties & Functions:
* Build and maintain strong, long-lasting client relationships that lead to referenceable relationships while fostering a relationship of trust as a trusted advisor with key client stakeholders.
* Operate as the primary point of contact for all matters specific to assigned clients both internally and externally.
* Serve as an expert in all aspects of organizational products, providing guidance and leadership throughout the lifecycle of the clients' business and project needs.
* Provide ongoing service and management of new business initiatives, software upgrades, and enhancements.
* Create and maintain project plans and other documentation in compliance with established standards.
* Manage client expectations by communicating project status, preparing reports, and facilitating weekly meetings. Collaborating with internal teams to ensure delivery according to scope and schedule outlined in the statement of work and/or project plan.
* Ensure the timely and successful delivery of organizational solutions to meet client needs and business objectives by identifying, mitigating, and resolving project issues and risks to on-time project delivery.
* Utilize knowledge of the client/business and market dynamics to maximize performance relative to client relationship, client satisfaction, and client/company financial performance indicators.
* Support positive outcomes through collection of estimates, effective planning, task definition, scope management, resource allocation and negotiation, risk mitigation, cost management, and stakeholder communications.
* In a business analyst role, conduct pre-analysis work based on client request to ensure requirements are written and estimated based on existing and/or new functionality. Ensure all documents are provided to support business request.
* Assist in communicating complex requests by understanding the needs, translating them into clear requirements, breaking down the tasks and assigning them to appropriate resources.
* Contribute to continuous process improvements within the team and assist with high severity requests or issue escalations as needed.
Experience, Qualifications, Knowledge and Skills:
* Bachelor's degree (B. A. / B. S.) from four-year college or university preferred
* 4 - 6 years related experience and/or training; or equivalent combination of education and experience.
* Demonstrates high-level technical understanding of business requirements as they pertain to Project Management principles and the project lifecycle including excellent analytical and problem-solving skills
* Demonstrates strong interpersonal and communication skills including writing, presenting, listening, and facilitating and including experience presenting to work effort participants, stakeholders and all levels of management
* Proven track record meeting budget and managing variances, managing project teams to meet aggressive timelines, and requirement targets
* Self-starter and ability to work in a faced paced, start-up/entrepreneurial environment
* Ability to think creatively and have an innovative mindset
* Strives to succeed when working as part of a dynamic team
* Develops strong relationships built on mutual respect and a focus on continuous improvement
* Outstanding time management and organization skills
* Ability to think strategically and understand the end game
* To perform this job successfully, an individual should have knowledge of Google, JIRA, and Confluence
* Essential to have fluency with Microsoft Office Project, Excel, Word, PowerPoint, and Visio.
* Project Management Professional certification (strongly recommended)
As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.
Zelis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.
As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.
Commitment to Diversity, Equity,Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All 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 encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.
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
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