National Client Success & Onboarding Leader

Cigna Health and Life Insurance Company; California (MO); Hybrid; USD 112,000 - 186,000; Full time

Job summary

The Cigna Group is seeking a Client Account Support Senior Manager to lead a team of Implementation Managers delivering large-scale national client onboarding and renewals, with a focus on risk management and superior client outcomes.

You will partner with sales, brokers, and cross-functional partners to shape strategies, optimize resources, and drive stakeholder communications, ensuring scalable, value-driven implementations.

Qualifications

• 5+ years in client implementation, account management, PM, or healthcare operations in client-facing roles.
• 3+ years of people leadership experience leading high-performing teams.
• Proven experience managing complex, high-touch national clients and aligning objectives with operational execution.
• Demonstrated ability to influence executive stakeholders, navigate ambiguity, and resolve escalated client issues.
• Strong leadership, coaching, and talent development skills with a track record of building high-performing teams.
• Expertise in project management, risk mitigation, and operational execution.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience utilizing metrics, reporting, and analytics to drive performance and business outcomes.
• Ability to build strategic partnerships across Sales, Service, Operations, and other functional areas.
• Excellent verbal and written communication skills, including executive-level communications and presentations.
• Experience with workforce planning, resource management, and capacity optimization.
• Demonstrated ability to lead through change, drive innovation, and implement process improvements.
• Bachelor's degree or equivalent related experience.
• Ability to travel up to 25% as needed.

Responsibilities

• Shape and execute implementation strategies for complex National clients, ensuring successful outcomes, long‑term client retention, and exceptional service experiences.
• Serve as a trusted advisor to clients, brokers, sales leadership, and executive stakeholders, aligning implementation strategies with business goals and growth priorities.
• Lead high‑profile escalations, influencing critical decisions, mitigating risk, and driving resolution of complex business challenges.
• Lead, inspire, and develop a high‑performing team of Implementation Managers, fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Drive workforce strategy through talent development, succession planning, performance management, and employee engagement initiatives.
• Coach leaders and team members through complex client situations, strategic initiatives, and organizational change.
• Drive operational excellence through strategic resource planning, workload optimization, and effective execution across a portfolio of complex client implementations.
• Leverage analytics, performance insights, and industry trends to identify opportunities, improve outcomes, and advance business objectives.
• Champion process improvements and scalable solutions that enhance efficiency, quality, and client satisfaction.
• Build and influence relationships across sales, operations, product, service, and executive leadership to align priorities and deliver business results.
• Lead strategic discussions with clients, brokers, consultants, and internal stakeholders, providing executive‑level communication, guidance, and thought leadership.
• Drive cross-functional collaboration to remove barriers, resolve systemic issues, and implement sustainable business solutions.
• Lead workforce planning and resource allocation strategies to meet evolving business demands and support organizational growth.
• Influence enterprise initiatives and strategic priorities that strengthen implementation capabilities, operational performance, and client outcomes.
• Utilize business intelligence and operational reporting to inform decision‑making, guide strategy, and deliver measurable results.

Skills

Client management

People leadership

Strategic influence

Project management

Risk mitigation

Analytics & reporting

Communication

Cross-functional collaboration

Change leadership

Workforce planning

Travel readiness

Executive stakeholder management

Education

Bachelor's degree

Job description

The Cigna Group is seeking a Client Account Support Senior Manager to lead a team of Implementation Managers delivering large-scale national client onboarding and renewals, with a focus on risk management and superior client outcomes.

You will partner with sales, brokers, and cross-functional partners to shape strategies, optimize resources, and drive stakeholder communications, ensuring scalable, value-driven implementations.