Middle Market Client Experience Consultant Manager

Role Summary:

Provides oversight and development for client experience consultants ensuring alignment with departmental and functional strategies. Maintains leadership visibility with middle market sales leadership and contributes to client retention and growth initiatives. Influences the outcomes by leveraging extensive professional expertise to set departmental goals. Participates in strategic planning with sales leadership, recommends and implements policies with departmental and broader impact, and leads activities across multiple markets or regions. Assumes responsibility for the performance and output of essential functions, championing significant projects and initiatives that align with business objectives. Establishes operational objectives, develops work plans, delegates assignments, and offers guidance on moderately complex issues.

Responsibilities:

• Manage a team of Client Experience Consultants (CECs), whose responsibilities include operational performance strategy and execution for Cigna clients within the Middle Market segment.
• Own the talent assessment and development of individual contributors.
• Consult with sales matrix partner leadership to align on market goals and ensure team is effectively executing this work.
• Collaborate with enablement teams in delivering timely and appropriate training for aligned teams.
• Manage and drive execution of US Employer (USE) Segment Operations priorities and goals, delegating responsibility to team members,
• Consults and engages across multiple matrix partners to align functional work to deliver on the client experience in pursuit of the market’s client retention and growth.
• Collaborates across Segment Operations leadership to align on USE priorities and goals.
• Actively participate with market sales leadership growth and retention meetings to align on developing, planning, and carrying out client experience consultant team’s priorities and goals
• Collaborate with Client Services and Operations leadership to support consistent client experience and appropriately align goals across account team members.
• Deliver on segment/market budget goals through appropriate review and approval of expenses.
• Maintain in-depth knowledge of Cigna products/solutions/services across all product lines (Dental, Behavioral, Pharmacy, Medical, Clinical, and Wellness & Incentives)

Qualifications:

• Minimum of 5+ years of experience in healthcare industry required.
• Bachelor’s Degree or 5+ years equivalent related experience preferred. 
• Minimum 3-5 years of experience in healthcare or managed care business, including areas such as product knowledge, underwriting principles, risk and financial analysis, marketing processes, sales practices, account management, and administrative operations preferred.
• Strong oral and written communication skills required.
• Strong organizational agility skills with a strong understanding of business processes and operations to facilitate execution of initiatives required.
• Strong learning skills and ability to adapt quickly to a changing environment required.
• Must be willing to travel to local or remote client/broker or internal meetings as needed (less than 15%). Overnight travel may be required.

Competencies:

• Ensure Accountability
• Talent Development
• Drives vision and purpose
• Manages Complexity
• Drives Results
• Builds Network

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.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.