The Implementation Manager will own a book of business, managing the implementation process for our core book of business, and will have the following responsibilities:
- Own the client experience across the end-to-end on-boarding process for new and renewing clients.
- May partner with the Sales Executive during the Request for Proposal (RFP) process to fully understand the client intent with respect to benefit plans and administrative capabilities. Responsible for conveying do-ability, benefit design impacts to client.
- May create and provide implementation calendar for finalist meeting and attend and present to client at finalist meeting representing the implementation process and expectations.
- Present implementation plans to clients, brokers and Sales partners. Work with Sales, field sales support and client to obtain critical information necessary for account set-up.
- Lead implementation meetings with client (may be in-person meetings) and develop and present implementation calendar to client including matrix partner deliverables. Responsible for coordinating and delivering implementation documents to client and obtaining client sign-off.
- Ensure technical experts are introduced to client as appropriate and partner with internal matrix partners to ensure timely and accurate implementations. Lead multiple, ongoing implementation meetings with client and matrix partners (as needed) to review progress and risks and own coordination of issue resolution.
- Partner with benefits team to assess the feasibility of requested plan designs and understand and execute on client's plan interpretation and Cigna's service administration capabilities.
- Coordinate internal matrix team of subject matter experts within Cigna to execute overall implementation for client and manages issues through and owns resolution. This includes coordinating with downstream areas for benefit build, structure build, work order build, eligibility, ID cards, billing, banking and scheduling calls as needed to facilitate implementation of accounts for these functional areas.
- Communicate ongoing implementation status to client, internal and external partners. Surface, negotiate and resolve all issues relative to implementation, process, plan design and timing of deliverables. Communicate outcome and next steps with Sales and other matrix partners as needed.
QUALIFICATIONS- Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree required or equivalent work experience.
- 3-5+ years work experience in project management/account management/account services/sales, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution required. Ability to establish matrix partner relationships and follow through on expectations required.
- Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
- Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.
- Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team required.
- Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions.
- Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems) required.
- Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
- Excellent presentation skills. Previous/proven success and three to five years experience delivering customer/producer communications required.
- Demonstrated success in negotiations and ability to influence internal/external constituencies.
- Demonstrated leadership and motivational skills in fast-paced environment.
- Demonstrated interpersonal skills.
- Some travel may be necessary to attend client meetings. 10% to 20% Domestic Travel only. You will need to be fully vaccinated in order to travel & meet the requirements for this position.
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 82,700 - 137,800 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.
