[Hiring] Client Account Support Senior Manager @The Cigna Group

Role Description

Drive strategy into action while delivering flawless, high-impact client implementations. This Under 500 Client Implementation Senior Manager leads managers through transformation while delivering an exceptional implementation experience. The role translates strategy into disciplined execution, driving measurable business and client outcomes through strong operational rigor, workflow management, and capacity planning across sales markets. This leader builds strong partnerships with regional sales and matrix partners to ensure timely, high-quality client implementations. The role drives strategy and results for the Under 500 Client Implementation team and may engage directly with clients or brokers to resolve escalated issues. This leader intentionally builds and sustains a high-performing team culture by enabling autonomy, developing talent, and connecting work to client and enterprise outcomes. They are accountable for growth, innovation, adaptability, and the development and succession planning of managers across experience levels.

• Lead and empower a team of managers, who lead Implementation Managers, to drive performance and achieve high client satisfaction outcomes.
• Foster a culture of agility and resilience, equipping teams to thrive in dynamic environments and embrace continuous transformation.
• Actively develop managers in leadership, team management, change management, risk management, and conflict management.
• Create an environment where teams have clear ownership, are continuously developed, and understand how their work drives meaningful client outcomes.
• Own the end-to-end planning and execution of strategic initiatives, ensuring priorities are clearly defined, resourced, tracked, and delivered with measurable outcomes.
• Define delivery standards and outcomes, in partnership with peers, to achieve high client satisfaction and hold team accountable to deliver within standards.
• Own operational performance by using data to proactively identify risks, correct issues early, and ensure implementations are delivered on time and right the first time.
• Manage issues and risks, including implementing strategies to proactively address potential implementation issues within the Under 500 Implementation team.
• Communicate and present the right information to the right people to enable timely, fact-based decision making.
• Evolve metrics to drive performance improvement and optimize team productivity.
• Balance capacity and workflow across the client implementation journey and partner with managers and Workforce Management team to evolve capacity models.
• Apply advanced change management methodologies to anticipate resistance, engage stakeholders, and ensure seamless adoption of new processes.
• Monitor and evaluate the effectiveness of change initiatives, leveraging feedback and performance data to refine strategies and ensure sustainable results.

Qualifications

• High School Diploma or GED required, bachelor’s degree preferred.
• 5+ years of relevant experience with client implementation, project management, account management or operations management required, preferably within a health plan, PBM, or PMO.
• 3+ years of leadership experience in client-facing roles, with a proven ability to enable cross-functional matrix teams, required; this experience within a health plan, PBM, or PMO, strongly preferred.
• 3+ years of experience analyzing data to identify trends, gaps, and performance improvement opportunities, required.
• 2+ years of experience leading high-performing teams, driving client satisfaction and enterprise results while developing talent, building bench strength, and fostering an inclusive, accountable culture, required.
• 2+ years of developing and mentoring team members, building bench strength and driving a strong culture of inclusion, trust, autonomy, mastery, accountability, and collaboration, required.
• 2+ years of expertise in project management methodologies and risk management, required.
• Demonstrated experience of using an enterprise mindset to translate strategic objectives into tactical execution to achieve high client satisfaction, required.
• Training or certification in Change Management or Project Management (PMP), Preferred.
• Demonstrated proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, with experience navigating complex systems and platforms, required.
• Exceptional verbal and written communication skills with the ability to influence across all levels of the organization, required.
• Ability to travel, up to 25%, required.

Requirements

• NOTE: Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
• For this position, we anticipate offering an annual salary of 111,500 - 185,800 USD / yearly, depending on relevant factors, including experience and geographic location.
• This role is also anticipated to be eligible to participate in an annual bonus plan.

Benefits

• Comprehensive range of benefits, with a focus on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one of your employment.
• 401(k), company paid life insurance, tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.

Company Description

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.