The
Client Account Support Senior Manager plays a pivotal leadership role in delivering exceptional implementation experiences for some of our most complex National clients. Leading a team of high-performing Implementation Managers, this individual drives large-scale onboarding and renewal strategies, ensuring flawless execution, proactive risk management, and client outcomes that strengthen satisfaction, retention, and long-term growth. Partnering closely with sales leaders, brokers, clients, and cross-functional stakeholders, this leader influences strategic decisions, optimizes resources, and transforms client goals into successful, scalable solutions.
What You'll DoStrategic Leadership & Client Impact- Shape and execute implementation strategies for complex National clients, ensuring successful outcomes, long-term client retention, and exceptional service experiences.
- Serve as a trusted advisor to clients, brokers, sales leadership, and executive stakeholders, aligning implementation strategies with business goals and growth priorities.
- Lead high-profile escalations, influencing critical decisions, mitigating risk, and driving resolution of complex business challenges
People Leadership & Talent Development- Lead, inspire, and develop a high-performing team of Implementation Managers, fostering a culture of accountability, innovation, collaboration, and continuous improvement.
- Drive workforce strategy through talent development, succession planning, performance management, and employee engagement initiatives.
- Coach leaders and team members through complex client situations, strategic initiatives, and organizational change.
Operational Excellence & Business Transformation- Drive operational excellence through strategic resource planning, workload optimization, and effective execution across a portfolio of complex client implementations.
- Leverage analytics, performance insights, and industry trends to identify opportunities, improve outcomes, and advance business objectives.
- Champion process improvements and scalable solutions that enhance efficiency, quality, and client satisfaction.
Executive Influence & Cross-Functional Partnership- Build and influence relationships across sales, operations, product, service, and executive leadership to align priorities and deliver business results.
- Lead strategic discussions with clients, brokers, consultants, and internal stakeholders, providing executive-level communication, guidance, and thought leadership.
- Drive cross-functional collaboration to remove barriers, resolve systemic issues, and implement sustainable business solutions.
Organizational Leadership & Workforce Strategy- Lead workforce planning and resource allocation strategies to meet evolving business demands and support organizational growth.
- Influence enterprise initiatives and strategic priorities that strengthen implementation capabilities, operational performance, and client outcomes.
- Utilize business intelligence and operational reporting to inform decision-making, guide strategy, and deliver measurable results.
Required Qualifications- 5+ years of experience in client implementation, account management, project management, healthcare operations, or related client-facing environments.
- 3+ years of people leadership experience leading high-performing teams.
- Proven experience managing complex, high-touch national clients and developing strategies that align client objectives with operational execution.
- Demonstrated ability to influence executive stakeholders, navigate ambiguity, and resolve escalated client issues.
- Strong leadership, coaching, and talent development skills with a track record of building high-performing teams.
- Expertise in project management, risk mitigation, and operational execution.
- Strong analytical, problem-solving, and decision-making capabilities.
- Experience utilizing metrics, reporting, and analytics to drive performance and business outcomes.
- Ability to build strategic partnerships across Sales, Service, Operations, and other functional areas.
- Excellent verbal and written communication skills, including executive-level communications and presentations.
- Experience with workforce planning, resource management, and capacity optimization.
- Demonstrated ability to lead through change, drive innovation, and implement process improvements.
- Bachelor's degree or equivalent related experience.
- Ability to travel up to 25% as needed.
Preferred Qualifications- Experience within a health plan, PBM, healthcare, benefits administration, PMO, or related industry.
- Experience supporting large employer group implementations or complex national account portfolios.
- Advanced degree in a related field.
- PMP certification.
NOTE: Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Pittsburg, PA, and Arizona and St Louis, MO.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.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. 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. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
