• Drive discussions and resolve operational frictions and Client relations matters in a timely manner. • Lead regular strategic reviews that map technical delivery to the client’s business outcomes. • Build strong relationships with Client business leaders in Claims, Quality, and Member Experience. • Monitor boundaries between contract inclusive support and new scope by validating needs and, when needed, pivoting the requirement to a Change Order to protect profit and loss. • Collaborate with cross-functional teams, such as Customer Success, to manage billable hours and prevent over-servicing that requires non-billable hours. • Collaborate with Sales to Identify and qualify opportunities of expansion. • Identify opportunities for cross-selling and upselling within existing accounts. Lead the contract renewal process and maintain a high Net Promoter Score (NPS) across the payer sector. • Provide regular reporting and analyses to leadership on Client status and account health. • Ensure solutions remain market-fit and gather field intelligence to help Executives validate that product evolution matches shifting client requirements. • Keep up-to-date on industry and market trends to drive Client discussions and inform product development.