Change Healthcare VP Client Management in Seattle, Washington

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life. If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare. Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. Empower Your Future. Make a Difference. JOB SUMMARY The Vice President, Client Management is responsible for leading a team of client relationship experts who cultivate meaningful relationships with key decision-makers, maintain high customer satisfaction, and position Change Healthcare as a trusted partner in the market. This leader will coach the team to ensure high customer retention and is ultimately responsible for client satisfaction, retention, and growth, both organic and via expanded services in her/his region. Coordinates with Sales to drive additional services. Serves as escalation point for client issues. May be responsible for managing Directors of Client Management and/or team of individual contributors in the client management function. Key success factors include the demonstrated professional experience in solving complex business challenges and the ability to build effective relationships, both internally and with Change Healthcare clients, which will result in client references, adoption of additional services, and high levels of retention and satisfaction. Location: Remote/Telecommuter position in the Western or Midwestern U.S. KEY JOB RESPONSIBILITIES Set expectations and drive best practices within the Client Management team, ensuring that customers have a consistent and world-class experience with Change Healthcare. Operate as a leader, coaching the team through obstacles and ensuring the team's success with the clients in the region. Cultivate executive relationships both externally with customers and internally with Operations, IT and other key stakeholders to influence perception, and identify and create new opportunities Closely manage Client Management team activities, including optimization, operational reporting and escalations Serves as an escalation point for the team on client concerns and works with all stakeholders to positively impact the client. Proactively coaches team to manage and resolve customer issues Maintains relationships with key client contacts and coordinates with client management to drive performance that fosters an environment to minimize attrition. Collaborates as a subject matter expert with external customers and internal customer operational teams defining and managing priorities to ensure maximum value to the customer Identifies process improvements or other efficiencies related to improving the customer satisfaction. Helps customer achieve optimal services/product utilization Where appropriate, supports team in conducting quarterly reviews and strategy discussions with client C-suite and key decision makers Develops an understanding of customer's business plans and strategic direction Ensures team creates account plans to identify service needs that align with the customer's current business plans and future strategic direction. Manages a team of directors of client management and/or client managers in servicing the clients and meeting goals and objectives. Ensures client managers understand the Change Healthcare products, services and service model. Responsible for ensuring their t