Client Performance Manager
Zelis NA

Job Info

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Position Overview:

We are seeking a dynamic and driven CPM to execute our SmartShopper performance with employer clients and health plans. Success of this role is measured around driving client performance measured by ROI and claims savings, client satisfaction metrics, overall program engagement and retention. The role requires a strategic leader with consumer marketing experience and consultative partnership skills to ensure employer level relationships.

Key Responsibilities:

SmartShopper Program Management (40%)

• Serve as the CPM for employers that buy SmartShopper through their carrier
  

• Develop client strategies and engagement programs to maximize employer savings through evaluation of data.
  

• Build, promote and implement targeted campaign strategies that improve consumer activation, shopping and conversion rates by analyzing company demographics, organizational structure, communication channels and other data
  

• Analyze and present results leading with data driven recommendations to improve performance and savings
  

• Lead periodic business results meetings with employer clients and provide clear and concise summarized reporting
  

• Participate in quarterly health plan business review meetings representing SmartShopper performance
  

• Accurately forecast a book of business savings opportunity based upon realistic assessments.
  

• Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes
  

• Maintain professional internal and external relationships that reflect the values of Zelis
  

Performance Monitoring and Data Analysis (40%)

• Monitor and manage client programs against Key Performance Indicators (KPIs), utilizing data from multiple sources to generate insights and an actionable plan to achieve desired results
  

• Analyze data to identify correlations on key performance drivers and provide insight for performance and business review materials and ad hoc reporting
  

• Activate escalation process and inform stakeholders when program performance is not forecasted to achieve KPIs
  

• Define and monitor accurate performance milestones and forecasts, including the incentive reward budget and communication plan Source of Truth
  

• Evaluate overall client performance trends to create and communicate actionable insights to assist decision making and inform future strategy for new and existing clients
  

• Promote customer satisfaction demonstrating an understanding of their business needs and helping them achieve their objectives
  

Strategic Consulting (10%)

• Provide insight to clients regarding performance metrics in both existing lines of business and product enhancements
  

• Offer expertise to clients regarding alignment of program performance in the broader health and wellbeing offerings
  

• Partner internally with leadership, product and sales teams to introduce new engagement strategies developed from campaign performance data, client requests and market observations
  

Relationship Management (10%):

• Accountable to SmartShopper program success with our clients
  

• Demonstrate clear understanding of the product and able to communicate product and service value proposition
  

• Partner with Sales to build rapport, relationships with key market and client constituents defined as brokers, health plan account managers, employer decision makers and stakeholders (e.g. HR, Total Rewards, etc.)
  

Commissioned Performance Metrics:

• Performance metrics, including Claims Savings Target, Activations, and ROI
  

• Book of Business Revenue retention & expansion
  

Qualifications and Experience:

• 7 years of strategic marketing experience
  

• 2-5 years' experience in a customer facing role serving employers, understanding the fundamental process of building an effective engagement strategy in the Health Plan sponsor space.
  

• CMS Stars program experience within a health plan or vendor serving a health plan desirable.
  

• Experience with the HRA Stars metrics is highly desirable
  

• Multi-channel consumer direct response experience desirable
  

• Excellent communicator and collaborator
  

• Consumer engagement experience - engagement tools, digital strategies, in person events
  

• Ability to distill data from PowerBi into key take aways and opportunities to improve performance
  

• Comprehensive MicroSoft Tool knowledge - especially Excel and PPT
  

• Successfully demonstrates and articulates client improvement strategies
  

• Demonstrated ability communicating and solving complex program issues with clients utilizing critical thinking and problem-solving skills.
  

• Knowledge of and ability to explain financial performance and program ROI
  

• Experience with complex program launches and working through the sales implementation and account management partners
  

• Able to identify, influence and mobilize the appropriate internal team resources in support of client needs
  

• Ability to understand and have respect for other departments' accountabilities, processes, and timelines in support of the overall solution to meet client needs
  

• Demonstrated ability to work independently, organize and accurately prioritize work, being detail oriented and understand when urgency is required
  

• Travel expectation is 30% +
  

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.

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

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 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 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 TalentAcquisition@zelis.com.

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you're contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.

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