Client Success Director

Position Overview

Overview:

The Client Success Director will be responsible for implementing and creating strategy, processes and initiatives aimed at improving overall client experience and championing a company-wide culture of superior client experience. The Client Success Director will be strategic, proactive, creative, and passionate about supporting client retention and growth as well as building lasting relationships.

Responsibilities:

• In partnership with VP Strategic Initiatives, drive Zelis client experience outcomes including increasing client lifetime value, driving greater product adoption, ensuring world-class NPS ratings, and ensuring increasing levels of reference-ability within the client base.

• Reinforce a companywide, OneZelis, culture of client experience including aligning with key stakeholders in BUs, sales, client management, product, and technology to create a consistent client experience.

• Partner to create a redefined Client lifecycle and engagement model: framework, methodology, outcomes and strategy aligned to client segmentation and unique ways client types engage with our brand and products to deliver a world class, value focused experience.

• Develop client engagement models, hand-offs and tools/processes that promote a client-centric, seamless experience.

• Distill information from Voice of Client initiatives; identify themes and trends that will influence client satisfaction, outcomes and business decisions for product roadmaps and other key initiatives that touch clients.

• Leverage metrics to track client experience successes and report progress to VP Strategic Initiatives and other key internal stakeholders.

• Serve as advocate for process improvements where needed to support world-class levels of client retention and satisfaction.

Skills/Background:

• Bachelors degree in Business or Heath Care Administration or related. 

• 8+ years in client facing or CM strategy role in an operational discipline development and execution

• Demonstrated success in building enterprise client relationships and problem solving.

• Self-starter – ability to operate with ambiguity and advocate for a point of view.

• Excellent written and verbal communication skills. Ability to tailor messages to executive audiences and influence outcomes.

• Skilled in establishing and maintaining effective senior working relationships, building bridges, with internal and external clients.

• Ability to demonstrate resourcefulness and scrappiness – comfortable building new ways of working, moving quickly, and staying nimble.

• Data oriented with ability to identify risks and trends.

• Demonstrates sense of urgency and ability to multi-task and prioritize work.

• Travel:  estimated 10% domestic [internal and external meetings];

• Location:  Remote

Base Salary Range

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.

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 welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. 

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 [email protected]. 

Disclaimer 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.