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 understand...