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Zelis · 1 day ago

Manager, Client Experience

St Louis, MO

Full-time

Hybrid

Mid, Senior Level

6+ years exp

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. The Manager, Client Experience is responsible for overseeing and enhancing the overall client experience by managing relationships and leading a team to ensure exceptional service and satisfaction.

FinanceFinTechHealth Care

No H1B

Responsibilities

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

Qualification

Client experience strategiesTeam managementAnalytical skillsCRM toolsMicrosoft Office SuiteCommunication skillsProblem-solving skillsRelationship building