Role Description The Manager of Client Service/Experience in the Prime Division will oversee a team of Account Managers and Sr Account Managers, and is responsible for overall operational effectiveness and member/client satisfaction. This position is client-facing and is responsible for the oversight of Account Managers that manage client accounts, including new accounts and products, to ensure satisfaction, profitability, and renewal.

• Identify opportunities to standardize and capture metrics for implementation and operational needs.
• Assist in reviewing quality control of account activity and operational performance guarantees.
• Work with Account Directors on developing strategies for upsells, expansion, and plan implementation.

Essential Functions

• Guide and advise leadership on strategic opportunities for competitive growth and member experience.
• Create, document, and maintain roadmaps of processes and initiatives promoting growth and efficiency.
• Determine opportunities for process improvements impacting expansions and maximizing revenue growth.
• Direct activities of internal Account Managers related to client strategic objectives and escalated service issues.
• Lead and coach account managers to be member-centric and review operational performance against client expectations.
• Ensure direct reports demonstrate comprehensive knowledge of client benefit plans and product offerings.
• Present operational performance metrics to clients to promote satisfaction and retention.
• Support strengthening client relationships and ensure satisfaction levels are met.
• Monitor performance through regular metrics and reporting for future enhancements.
• Analyze and recommend potential opportunities leveraging collaborative input from stakeholders.
• Serve as an operational subject matter expert across product offerings.
• Work cross-functionally with key stakeholders.
• Communicate complex material succinctly to multiple audiences.
• Lead large cross-functional project teams.
• Build and develop key relationships across the enterprise.
• Partner with leadership on key initiatives that improve growth and retention.
• Other strategic business or people-related projects as required.

Qualifications

• Bachelor’s degree in related field.
• 10+ years of relevant professional experience in a matrixed environment focused on operations and customer service.
• Experience leading or managing people preferred (likely 3+ years).
• Proven experience mentoring and coaching others.
• Strong problem-solving and business analysis skills.
• Must be naturally inquisitive with a desire to solve problems.
• Negotiation experience a plus.
• Experience working cross-functionally and promoting collaborative partnerships.
• Proven ability to communicate effectively to various audiences.
• Ability to deconstruct complex situations into concise messages.
• Thorough understanding of business operations and processes.
• High level of confidence, integrity, enthusiasm, and executive presence.
• Comfortable working with complex data sets and queries.
• Demonstrated ability to prioritize and manage workload.
• Interest and ability in mentoring other team members.
• Strong MS Office, web conferencing, and internal communication software experience.
• Detail-oriented and organized.
• Internet connection must be obtained through a cable broadband or fiber optic service provider with speeds of at least 10Mbps download/5Mbps upload.

Company Description

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care, and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.