Client Account Support Senior Manager, PNW & CA- Cigna Healthcare

Cigna; United States; Remote; USD 150,000 - 190,000; Full time

Job summary

Cigna is seeking a Client Account Support Senior Manager for the US Employer's Over 500 segment. This leader will guide a team of Implementation Managers across a regional support model, ensuring successful onboarding of new and renewing clients in the O500 Middle Market segment.

The role emphasizes talent development, operational excellence, and strategic collaboration with sales, brokers, and clients while driving risk mitigation and project management best practices.

Qualifications

• 5+ years in client implementation, project management, account management, or operations management.
• 3+ years of people leadership experience in a client-facing environment.
• Proven ability to lead high-performing teams in fast-paced settings.
• Demonstrated success building strategic partnerships with sales, brokers, clients, and cross-functional teams.
• Strong leadership, coaching, and talent development skills.
• Expertise in project management methodologies and analytics-based decision making.
• Experience fostering inclusion, accountability, collaboration, and continuous improvement.

Responsibilities

• Lead and manage a team of O500 Implementation Managers, using MOS, Verint, Vista, and Tableau to monitor performance.
• Set clear goals and metrics; provide coaching for career growth and achievement of objectives.
• Conduct regular one-on-one meetings focused on performance, capacity, and engagement.
• Develop team, mentor bench strength, and resolve escalations with effective problem solving.
• Drive process optimization through metrics, reporting, and continuous improvement.

Skills

Leadership

People leadership

Strategic thinking

Risk management

Cross-functional collaboration

Communication

Tools

Management Operating System

Verint

Vista

Tableau

Job description

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 writte