The
Client Account Support Senior Manager for the US Employer's Over 500 (O500) segment is responsible for leading client implementation outcomes and experiences across our regional support model. This role leads a team of Implementation Managers (IMs) within Client & Service Operations, ensuring the successful onboarding of new and renewing clients in the O500 (Middle Market) segment. The Senior Manager is accountable for developing high-performing talent, driving operational excellence through effective project management and risk mitigation, and building strong partnerships with sales leaders, brokers, and clients. This leader will foster a culture of inclusion, accountability, collaboration, and innovation while providing strategic oversight of workforce planning and resource management. Additionally, the role contributes to broader organizational initiatives aligned with CS&O goals and delivers exceptional client implementation experiences.
What You'll do:Leadership and Team Management- Lead and manage a team of O500 Implementation Managers (IMs), utilizing tools such as Management Operating System, Verint, Vista, and Tableau to monitor performance, optimize productivity, and support business outcomes.
- Establish clear goals, expectations, and performance metrics for IMs, providing ongoing coaching and development to drive success.
- Conduct regular one-on-one meetings focused on performance, capacity, engagement, career growth, and achievement of business objectives.
- Develop and mentor team members while building bench strength and supporting complex issue resolution and escalations.
- Observe and assess team performance, providing timely, actionable feedback to support continuous growth and improvement.
Project Management and Optimization- Facilitate inventory review meetings (stand-ups) and escalated account reviews to drive successful implementation outcomes and maintain visibility for sales leadership.
- Manage workload distribution across the team based on business priorities, strengths, skillsets, and capacity.
- Understand market strategy and anticipated business activity to proactively align resources and implementation approaches.
- Identify, assess, and mitigate risks to ensure seamless client onboarding experiences.
- Drive performance improvement through effective use of metrics, reporting, and continuous process optimization.
Strategic Partnerships and Alignment- Build and maintain collaborative relationships with sales leaders, brokers, clients, and matrix partners to support successful implementation outcomes.
- Communicate implementation strategy, status, risks, mitigation plans, and key initiatives to leadership and stakeholders.
- Partner across functional areas to resolve escalated issues, analyze root causes, and implement sustainable solutions.
Cultural Leadership- Promote a culture of inclusion, accountability, collaboration, growth, and empowerment.
- Lead initiatives and conversations that support employee engagement, innovation, adaptability, and organizational success.
Organizational Contributions- Communicate organizational initiatives and business priorities, helping team members understand their connection to broader O500 and CS&O objectives.
- Meet with clients and brokers to support resolution of escalated implementation issues, including executive communications and project reporting.
- Utilize CS&O tools and reporting to provide leadership updates on team performance, client escalations, and process improvement opportunities.
Resource Management- Ensure adequate staffing and resource availability to meet business demands, including hiring, backfill planning, training, and vacation management.
- Develop and evolve workforce capacity planning to support current and future business needs.
- Partner with senior leadership to maintain alignment on organizational priorities, direction, and communications.
What you'll need to do the job:Required Qualifications- 5+ years of experience in client implementation, project management, account management, or operations management, including 3+ years of people leadership experience in a client-facing environment.
- Proven ability to lead high-performing teams in a fast-paced, high-volume environment while meeting or exceeding client satisfaction and business objectives.
- Demonstrated success building strategic partnerships with sales leaders, brokers, clients, and cross-functional teams.
- Strong leadership, coaching, and talent development skills with experience developing high-performing teams and future leaders.
- Proven 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 with the ability to identify root causes, mitigate risks, and implement effective solutions.
- Experience utilizing reporting and analytics to drive operational performance and informed decision-making.
- Excellent verbal and written communication skills, with the ability to engage effectively with leaders, clients, brokers, and matrix partners.
- Strong organizational and time-management skills, with the 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 to ensure appropriate staffing and workload distribution.
- Demonstrated 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 Qualifications- Experience within a health plan, PBM, PMO, healthcare, or related industry.
- Advanced degree in a related field.
- PMP (Project Management Professional) certification.
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.
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.
