Senior Supervisor, Customer Success – Pharmacy Team

🔥 15 hours ago

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Lead, coach, and develop customer success managers to deliver proactive, consultative 340B account support. • Serve as the first escalation point for assigned pharmacy partners, supporting program questions, financial reconciliation, and service solutions. • Establish team routines to monitor data metrics, data feed mechanics, system settings, and financial results across assigned accounts. • Analyze account performance and guide the team in delivering insights that improve program outcomes and Verity Solutions revenue. • Serve as a program training expert for customers and team members, creating plans that strengthen adoption and knowledge of Verity tools. • Mentor team members through coaching, feedback, and exposure to complex customer programs to support career development. • Model excellent customer service, timely communication, professional business reviews, and consistent performance expectations. • Use department tools and Salesforce to document account activity, manage projects, and support team visibility. • Partner with internal departments to advocate for customer and team needs and improve tools, processes, and standards. • Review timecards, monitor PTO, support performance management, and oversee special projects as assigned.

🎯 Requirements

• Minimum 6 years of experience in customer support, technical support, SaaS account management, or related customer-facing roles. • At least 2 years of experience handling complex customer accounts or mentoring team members. • Strong communication skills with the ability to lead difficult conversations and achieve practical outcomes. • Seasoned ability to analyze complex data issues, troubleshoot problems, and develop solutions. • Advanced Microsoft Office skills, especially Excel, including pivot tables, VLOOKUPs, and data analysis functions. • Ability to manage shifting priorities and urgent customer needs in a fast-paced, delivery-focused environment. • Demonstrated professionalism, confidentiality, customer focus, and commitment to team member development.

🏖️ Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. • 401(k) • Company paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence