VP, Client Management

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.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

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 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 Do

Lead 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 Flexibility

Zelis 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 accord