Senior Client Account Support Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $111.5k - $185.8k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • 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 a team of O500 Implementation Managers within Client & Service Operations • Ensure successful onboarding of new and renewing clients in the O500 Middle Market segment • Develop high-performing talent, provide coaching, and build bench strength • Establish goals, expectations, and performance metrics for Implementation Managers • Conduct one-on-one meetings focused on performance, capacity, engagement, career growth, and business objectives • Facilitate inventory review meetings and escalated account reviews • Manage workload distribution based on priorities, strengths, skillsets, and capacity • Align resources and implementation approaches with market strategy and anticipated business activity • Identify, assess, and mitigate implementation risks • Drive performance improvement through metrics, reporting, and process optimization • Build relationships with sales leaders, brokers, clients, and matrix partners • Communicate implementation strategy, status, risks, mitigation plans, and key initiatives to leadership and stakeholders • Resolve escalated issues, analyze root causes, and implement sustainable solutions • Promote inclusion, accountability, collaboration, growth, and empowerment • Communicate organizational initiatives and business priorities linked to O500 and CS&O objectives • Meet with clients and brokers regarding escalated implementation issues, executive communications, and project reporting • Provide leadership updates on team performance, client escalations, and process improvement opportunities • Manage staffing, hiring, backfill planning, training, and vacation coverage • Develop workforce capacity planning for current and future needs • Partner with senior leadership on organizational priorities and communications

🎯 Requirements

• 5+ years of experience in client implementation, project management, account management, or operations management • 3+ years of people leadership experience in a client-facing environment • Ability to lead high-performing teams in a fast-paced, high-volume environment while meeting or exceeding client satisfaction and business objectives • Experience building strategic partnerships with sales leaders, brokers, clients, and cross-functional teams • Strong leadership, coaching, and talent development skills • Ability to foster a culture of inclusion, accountability, collaboration, and continuous improvement • Expertise in project management methodologies, tools, and best practices • Strong analytical and problem-solving skills, including root-cause identification, risk mitigation, and solution implementation • Experience using reporting and analytics to drive operational performance and decision-making • Excellent verbal and written communication skills • Strong organizational and time-management skills, with ability to manage multiple priorities and projects simultaneously • Ability to develop and execute strategies aligned with regional and market business objectives • Experience in workforce planning and resource management • Ability to lead through change, drive innovation, and implement process improvements • Bachelor’s degree in a related field • Ability to travel up to 25% as needed • Preferred: experience in a health plan, PBM, PMO, healthcare, or related industry • Preferred: advanced degree in a related field • Preferred: PMP certification • Candidates working from home must have cable broadband or fiber optic internet with at least 10 Mbps download/5 Mbps upload

🏖️ Benefits

• Annual bonus plan eligibility • Medical benefits • Vision benefits • Dental benefits • 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 • Remote work from home, subject to internet requirements