Manager, Client Experience
Zelis
At Zelis, we Get Stuff Done. So, let’s get to it!
A Little About Us
Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.
A Little About You
You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.
Position Overview
The Manager, Client Experience, is responsible for overseeing and enhancing the overall client experience by contributing to the development and implementation of key strategies that ensure exceptional service and satisfaction. This role involves managing client relationships, leading a team of client service professionals, and continuously improving processes to meet and exceed client expectations.What you’ll do:
Contributes to the development and implementation of comprehensive client experience strategies that align with the organization's mission, vision, and goals.
Identify opportunities to enhance the client journey.
Lead, mentor, and manage a team of client service professionals to deliver outstanding service.
Provide training, support, and development opportunities to team members.
Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.
Build and maintain strong relationships with clients, acting as the primary point of contact for escalated issues.
Address and resolve client issues and concerns promptly and effectively.
Continuously evaluate and improve client service processes and procedures to enhance efficiency and effectiveness.
Implement best practices and innovative solutions to improve the client experience.
Collect and assist analyzing client feedback to identify trends, areas for improvement, and opportunities for innovation.
Provide regular reports and insights to senior management on client satisfaction and experience metrics.
Work closely with other departments, such as sales, marketing, and product development, to ensure a seamless client experience.
Support product launches and other initiatives with client experience strategies and materials.
Assist in developing and implementing communication plans to keep clients informed and engaged.
Create and distribute client newsletters, updates, and other communication materials.
Monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives.
Provide regular reports and analysis to senior management on client experience performance.
What you’ll bring to Zelis:
Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience.
Minimum of 6-8 + years of experience in client experience, customer service, or a related field.
Proven experience in developing and implementing client experience strategies.
Strong leadership and team management skills.
Excellent written and verbal communication skills.
Ability to build and maintain strong client relationships.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Proficiency in Microsoft Office Suite and customer relationship management (CRM) tools.
Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.
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 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.
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 TalentAcquisition@zelis.com.
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.