Sr. Account Manager, Commercial Labor Division - Express Scripts - Hybrid

Cigna Group•Saint Louis, MO

13h•Hybrid

About The Position

The Sr. Account Manager is responsible for ensuring clients and patients receive superior service. As a key member of the core client account team, they are responsible for the overall satisfaction and retention of their assigned book of business. This role manages the day-to-day client relationship and is accountable for core service delivery, working cross-functionally with all operational departments. The Account Manager proactively reviews performance metrics to promote client satisfaction, profitability, and retention, utilizing technology, tools, processes, and resources to anticipate and exceed clients’ needs and expectations. They collaborate with Account Directors on client activity, expectations, and service needs.

Requirements

Bachelor’s degree in related field or 11+ years of experience.
5+ years relevant experience with Bachelor’s Degree or Master’s degree and 3+ years of relevant experience
Excellent PC skills including Microsoft Office and Internet experience.
Excellent verbal and written communication and presentation skills.
Strong analytical and problem solving skills.
Strong focus on book of business client satisfaction and client retention results.
Demonstrated ability managing projects, utilizing proven project management processes.
Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency.
If 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.

Nice To Haves

Ability to travel overnight up to 20%.

Responsibilities

Manages day to day client relationships through comprehensive knowledge of client’s benefit plan and product offerings.
Daily interaction with clients, consultants and producers providing preventative consultation, analysis and issue resolution associated with core services.
Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product upsells, new groups, terminations and escalated issues.
Accountable for new group and specific product implementations; including establishing and leading internal meetings to ensure collaboration and attention to detail throughout the process in order to meet expected timelines and quality standards.
Lead client centric team meetings to review operational performance against client’s expectations and needs.
Presentation of operational performance metrics to clients on a monthly and/or quarterly basis to show specific performance measures in comparison with the book of business to promote client satisfaction, client retention and upsell opportunities.