The Client Experience Consultant (CEC) serves as the primary day-to-day account management contact for an assigned book of business, partnering with Middle Market Account Executives to support client retention, growth, and satisfaction. As a trusted advisor and client advocate, the CEC helps clients maximize the value of Cigna Healthcare's products and services while coordinating key activities throughout the client lifecycle.
The CEC combines relationship management, consultative guidance, strategic thinking, and operational execution to deliver a consistent, positive client experience.
Key Responsibilities
- Serve as the primary day-to-day contact for assigned clients and broker partners, building trusted relationships and understanding client goals, priorities, and benefit strategies.
- Partner with Account Executives to support retention, growth, renewals, and overall account strategy.
- Lead client meetings, account reviews, and planning discussions, using client feedback, service trends, and business needs to identify opportunities and recommend solutions.
- Provide consultative guidance on healthcare trends, benefit programs, employee engagement opportunities, digital tools, and available solutions.
- Manage key client lifecycle activities, including implementation, onboarding, renewals, open enrollment, reporting, and service needs.
- Identify and resolve service, relationship, implementation, and operational issues by coordinating internal partners and driving timely resolution.
- Coordinate cross-functional teams and subject matter experts to ensure alignment, accountability, and a seamless client experience.
- Advocate for clients while balancing client needs with contractual, compliance, operational, and business requirements.
- Maintain accurate account documentation and manage client commitments, timelines, risks, and required administrative processes.
- Participate in best-practice sharing and continuous improvement initiatives that enhance team effectiveness and client outcomes.
Qualifications
- Bachelor's degree preferred.
- Experience in health-related industry required; to include many or all the following: product knowledge, sales practices, account management and knowledge of administrative operations.
- Knowledge of Cigna funding options, benefits structure, and platforms are preferred.
- Ability to manage through systems and influence both external clients/brokers and internal matrix partners.
- Salesforce & KnowledgeXchange experience preferred.
- Strong Word, Excel, PowerPoint, SharePoint, Outlook skills required.
- Strong oral and written communication skills required.
- Strong presentation skills required.
- Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work required.
- If residence is in WVA, FL, TX: Ability to obtain Health & Life Insurance license
- Must reside in local market and ability to commute to local Cigna office.
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 66,100 - 110,100 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.
