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

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.

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.