The Client Account Support Senior Manager plays a pivotal leadership role in delivering exceptional implementation experiences for some of our most complex National clients. Leading a team of high-performing Implementation Managers, this individual drives large-scale onboarding and renewal strategies, ensuring flawless execution, proactive risk management, and client outcomes that strengthen satisfaction, retention, and long-term growth. Partnering closely with sales leaders, brokers, clients, and cross-functional stakeholders, this leader influences strategic decisions, optimizes resources, and transforms client goals into successful, scalable solutions.

 

What You'll Do

Strategic Leadership & Client Impact

• 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.

 

People Leadership & Talent Development

• 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.

 

Operational Excellence & Business Transformation

• 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.

  

Executive Influence & Cross-Functional Partnership

• 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.

 

Organizational Leadership & Workforce Strategy

• 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.

 

Required Qualifications

• 5+ years of experience in client implementation, account management, project management, healthcare operations, or related client-facing environments.
• 3+ years of people leadership experience leading high-performing teams.
• Proven experience managing complex, high-touch national clients and developing strategies that align client 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.

 

Preferred Qualifications

• Experience within a health plan, PBM, healthcare, benefits administration, PMO, or related industry.
• Experience supporting large employer group implementations or complex national account portfolios.
• Advanced degree in a related field.
• PMP certification.

 

NOTE: Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Pittsburg, PA, and Arizona and St Louis, MO.

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 111,500 - 185,800 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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 need a reasonable accommodation to complete the online application process, please email [email protected] for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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.