Sr. Client Service Program Manager Silverlink Communications
THIS JOB HAS EXPIRED Job Description
Silverlink seeks a Sr. Client Service Program Manager with five to ten years of experience working with Health Care
Payer Clients(Managed Care Organizations) and/or Pharmaceutical Benefits Management companies.. Ideal
candidates will have experience with design and implementation of processes and systems related to member
communications outreach (e.g. call center, mail, direct marketing, automated telephony, customer services, etc.)..
The desired candidate will engage with health plan clients to diagnose and redesign processes, organizations, and
technologies. The scope of work will include all multiple membersegments and domain areas, ranging from
individual to large groups, clinical, marketing, pharmacy, and operations.
This individual will both manage projects, teams and client expectations and requires strong project management
? Team with other Silverlink executives,sales and service personnel to propose and sell project based and
business process outsourcing related work.
? Work with internal resources to structure deals and price opportunities.
? Collaborate with other Silverlink executives to develop points of view and other thought leadership pieces
that promote Silverlink?s business.
? Opportunity Development - Identifying business development opportunities that are aligned with client
agendas and develop compelling business case/response to new business opportunities.
? Identify add-on work opportunities.
Management Consulting & Project Oversight:
? Lead teams to identify, shape and deliver high value transformation programs to respond to our clients'
strategic business challenges.
? Lead project teams in projects, ranging from process reengineering to technology implementation for ,
BPO,, strategy, communications design, and system integration. t.
? Specify and manage scope, deliverables, implementation approach, for complex implementations
? Manage multiple projects concurrently
? Develop strong client relationships, qualify opportunities and manage programs and their delivery
through multidisciplinary teams to achieve key business outcomes.
1) Shape and Lead Business Transformation Programs
? Lead research and analysis activities to identify and prioritize client creation opportunities based on your
understanding of client high level visions, performance gaps, and needs.
? Shape and lead the business solution implementation: defining and supervising business architecture,
process design and development activities, driving the development of capabilities and performance
? Develop implementation programs and lead multidisciplinary teams to execute project deliverables to
schedule, budget and performance goals.
?Understand Silverlink capabilities, services and systems in order to maximize their use and value in client
2) Managing the program financials.
? Assess and manage risk throughout the project lifecycle and making adjustments as needed.
? Ensure planned business outcomes are achieved.
? Define client structural and organizational changes needed and overseeing the preparation for client
? Construct and implement the program's overall communication strategy.3) Client Relationship Development and Management
? Develop trusted senior level relationships with clients, target clients and internal experts, qualifying
opportunities and negotiating complex solutions.
? Facilitate stakeholder engagement programs.
? Build and manage strong client and internalteams.
4) Practice Building
? Participate in practice building activities (e.g. conference participation, thought leadership
development, market offering development, recruiting).
? Develop expertise in specific practice specialty areas to drive firm recognized expertise development.
? Provide coaching and mentoring to other Silverlink staff analysts, PSMs, SMEs, Product Management.
? Ability to meet travel requirement, up to 60%
Qualifications and Requirements:
? Bachelor's degree with 5?10 years of experience
o Advanced degree preferred
? Strong knowledge of Healthcare industry and trends desired
? Demonstrated success performing in a large matrixed organization
? Experience in process development and implementation
? Strong interpersonal skills
? Proficient in Microsoft Office suite ? strong PowerPoint, Project and Excel skills critical
? Project management experience and ability to work in a fast paced environment and manage multiple
? Strong problem solving and analytical skills
? Ability to gain in?depth knowledge of client accounts
? Demonstrated ability to take initiative and interact with all levels of management; self?starter
? Exceptional relationship building/relationship management skills to establish rapport, trust and
confidence with account teams
? Team?oriented individual
? Detail oriented, ability to adapt to changing environment
? Energetic, enthusiastic and organized
? Comfortable with calculating and presenting business value and impact
? Able to interact with VP and C level suite
||One Burlington Business Center |
67 South Bedford Road; Suite 300E
Burlington, MA 01803
THIS JOB HAS EXPIRED